NBN Co
nbn™ Smart Places Product Launch for New Developers and Retail Service Providers
Introduction
nbn™ Smart Places product is nbn Fibre connectivity product using an SFP (Small Form Factor Portable Device) connecting internet services to non-addressable locations in nbn ready for service footprint areas (excluding Isolated and Limited Access Areas) and in nbn Greenfield areas, facilitating connectivity to critical and emerging applications such as Road & Transport Infrastructure, Environmental Monitoring, Internet of Things (IoT) applications etc. on the nbn™ Network.
The Smart Places SFP device was successfully launched in March 2023.
My Role and Impact
My responsibility on nbn™ Smart Places new product launch as a Lead Experience Designer was to lead the End to End Service and UX Design work of the project and also engage in qualitative and quantitative research methods to determine customer pain-points. The outputs of this work created a backlog of features across multiple platforms the product needed to function. My research and design artefacts also helped drive onboarding and training guides for the product and its customers. I conducted workshops with over 40 subject matter experts remotely, working across business readiness documents, voice of customer, user research, personas, process maps, user journeys and wireframes to develop Smart Places Service Design Blueprints. My work is now being used on the customer website for NBN’s Retail Service Provider network. The UX artefacts (User Journeys and Wireframes) were published within the Operational User Guide meant to onboard the RSPs onto the new product and also published and available for download on the RSP public website - nbn™ Customer Centre.
SUCCESS METRICS
nbn™ Smart Places was successfully launched on 7th March 2023, and onboarded 8 top RSPs onto the new product, while 15-20 trial sites turned into live services by end of May 2023.
Since it's launch, nbn™ forecasted to achieve it's IoP24 (Integrated Operating Plan) target of 5.6K active services and a revenue of $112M by 2030.
nbn™ Customer Centre Showcase
The Process
Human Centred Design - UXR, UX, UI, CX and Service Design
01
Discover
In the discovery phase, I conducted business requirement workshops to understand the target audience - Retail Service Providers and New Developers, the business value proposition, product pricing paper, the solution intent and technology constraints. After which I conducted contextual inquiries with internal stakeholders, took insights, did affinity mapping and created user personas.
03
Design
Leading with user needs, I brought together stakeholders to co-design the Future State (To Be) User journeys that covered the key interactions and process steps between nbn and RSPs, encompassing the product end to end lifecycle. I created Low Fidelity Wireframes to map out key interactions between nbn and RSPs for 8-10 process stages of the end-to-end product lifecycle. After which I conducted multiple review and validation workshops with the internal stakeholders to finalise the journeys.
02
Define
In the define phase, I consolidated insights into problem statements and created baseline (present state/as is) user journeys. This led to moderating co-design workshops with internal stakeholders to validate the user journeys and identifying and highlighting themes, the defining moments and pain points in the user's experience.
04
Deliver
In the final phase, I created final User Journey artefacts and High Fidelity Wireframes covering all the key interactions for Retail Service Provider's Operational User Guide. Post the testing phase conducted by the delivery manager, I conducted System Usability Survey (SUS) with the RSPs to achieve feedback on the key interactions. And finally worked with the Go To Market marketing team to iterate the artefacts based on RSP and customer feedback. The artefacts were henceforth published online of the customer centre portal for RSPs and New Development customers.