2degrees Broadband experience

How do you go to market with a new broadband offering, in a crowded market, in just a few months?

Project details

Client

  • 2degrees

Industry

  • Telecommunications

Role

  • Technical strategy
  • Digital strategy
  • Information architecture
  • Design systems
  • Experience design
  • UI and interaction design
  • Responsive web design
  • User testing
  • Web development
  • API integrations
  • DevOps
  • Accessibility
  • Security
  • Functional testing
  • Automated testing
  • Reactive support services
  • Continuous improvements
  • Search engine optimisation
  • Conversion rate optimisation
  • Analytics
  • Cloud infrastructure

Technologies

  • React
  • SilverStripe
  • WindCave (Payment Express)
  • JSON Web Tokens
  • Bespoke APIs
  • Google Marketing Platform

The challenge

When 2degrees acquired Christchurch-based Snap (fixed line and broadband provider) in early 2015, we were already well underway with redesigning and building their main website. We were presented with the additional challenge of including 2degrees' new broadband offering to the main website experience.

This required us to rapidly design and build a brand new broadband signup and self-service experience, fully integrated into Snap's product catalogue and backend systems.

The solution

With an entirely new suite of broadband products, add-ons and benefits (customers were given 6 months Neon subscription on 2degrees), our team flew to Christchurch and spent time with the new 2degrees team gathering requirements, designing the core customer journeys and put a plan in place to rapidly design and build this new user experience, while ensuring we still met our go-live date of July — just five months away!

Like most system integrations, telco product catalogues are complex, none more so than the broadband address lookup which pre-qualified customers home address to determine what services were available at their gate.

We built the full end-to-end 'Buy' journeys in React and integrated this into our broader SilverStripe website build.

The results

2degrees Broadband was launched on time and on budget in just a few months. It was a remarkable partnership with 2degrees' Christchurch-based team who developed their new product catalogue and API layer, enabling us to rapidly design and build the new experience.

By outsourcing this piece of work, 2degrees were able to focus other important process and infrastructure changes, including provisioning, customer care, their IVR and marketing.

After launch, the new 2degrees Broadband 'Buy' journeys set a new standard for onboarding Kiwis to fibre services. We tripled their initial monthly add targets in the first couple of months and 2degrees have gone on to become a major player in the New Zealand fixed offering market.