Elevating the experience of German fiber roll-out
- Hendrik von Spreckelsen
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The fiber roll-out in Germany by 2030 is an ambitious project with a goal of nationwide coverage. Deutsche Telekom AG aims to deliver the main part of fiber coverage for this goal and take the opportunity to further provide an outstanding user experience.
households connected to the fiber networks on average every year
With the ambition to connect 2.5 million households to the fiber networks on average every year from 2024, Deutsche Telekom is taking on a seismic challenge.
With the scale and time frame of the project comes complexity and opportunity - and we're working together to ensure that the customer experience of the rollout will be simple, smooth, and gratifying.
A fully digitised user experience, simplifying every touchpoint between the customer and Deutsche Telekom to ensure an optimal rollout.
A strategy-design partner
As the strategic and operational design partner to Deutsche Telekom our role in the project is to optimally align touchpoints, ideate on opportunities, and discover blindspots across the entire end-to-end user journey.
To create a simple and seamless user experience, we’re there to map and orchestrate the interaction between every relevant party: From customers to landlords, construction companies and joint ventures to other partners – optimising the ecosystem.
We integrated with existing processes, worked with all stakeholders from customers to contractors, and IT developers, to understand their needs. This integration allowed us to reduce complexities and optimise the customer experience, while accompanying the implementation and beyond.
We collaborated closely with the Gigabit UX team, and together, we succeeded in building a collective intuition for the complex matter and possible solutions.
“Inventing a smooth user journey on the flipchart is easy. The real challenge is bringing this journey to life. Together with Manyone we managed to not only create a target vision for the entire end-to-end journey, but we are able to cut this vision into digestible pieces for our development teams and are able to gather and quickly react to new challenges."