Telecom Self Service (Web & Mobile)

12 Mar 2010 - 5:34am
4 years ago
5 replies
3642 reads
Cathy Wang
2009

Hi Everyone.

I am doing an impossible research. Currently I am trying to find out how all the different telecom self-service portals work. As it's almost impossible for me to be a customer for all mobile carrier (around the world), I am asking the community to help.

This thread can act as a resrouce gathering for pattern study in telecom self-service. (if we manage to gather enough screenshots) I think this would be benefitial to everyone as this is not just a portal, not just a website, but more of a service design on the web.

I kindly ask the community to log in to your telecom self-serivce portal and snap some screenshots, especially regarding adding new services and ordering. (Thinking of ROI.. )

I will share my findings along the way.

 

Cheers

Cathy Wang
Interaction Designer
cathycracks.com

Comments

12 Mar 2010 - 5:36am
Cathy Wang
2009

I found this docuemtn: http://www.psgroup.com/detail.aspx?ID=722

Customer self-service is a subset of cross-channel, cross-lifecycle customer service. Customer self-service products let you deliver a customer experience that can help your customers use the World Wide Web to find answers to questions about your products and services and to help customers diagnose, isolate, and resolve problems that they’re having with your products and services. We’ve created a framework to help you evaluate customer self-service products and services. In this report, we describe these evaluation criteria in detail. In future reports, we will offer our framework-based evaluations of specific products and services.

Interesting point of view to start brainstorming about how to craft the whole service online.

17 Mar 2010 - 7:49am
Javier Gala
2010

Hi, I can show you some work I did last summer with a new mobile network company in the UK called Giffgaff (www.giffgaff.com).

Given it was just starting we did not have a "shopping cart experience" (it only had one product at the time given it was SIM-only), so I cannot help you with requesting new services, but I think part of what we did is pretty much "self-service", what we called "people powered support": instead of having a lot of customer care representatives, it was suggested that the customers help themselves by forum questions & answers, and they got rewarded (with free top-up money) by doing so.

I can attach you a screen capture of a customer's dashboard, hope it is useful for you.

GG_home.jpg

 

If you need further information you can contact me. I am not working on that project at the moment, but I still have some ties in there.

Regards,

26 Mar 2010 - 4:21pm
Sharondon
2009

Hi Cathy,

What you asking for is a big thing! I have been developing cutting
edge service portals for Global carriers for over 10 years, including
Vodafone, iBurst and Optus Singtel - and I am subject to NDA.
(confidentiality agreements). Sometimes vendors will provide screen
caps of portals they have deployed for other Service provider
customers, but its generally not a good idea to copy other carriers
mistakes! A UX needs to be developed specific to the customer/carrier
needs.

The type of portal depends very much on which market segments the
portal will cater for - consumer, SME (handset focussed) or Corporate
and Government (services focussed) ; AND the Carriers customer
experience strategy, sales & service models (life-cycle - research,
acquisition, ordering, provisioning, fulfillment, billing and
support) and service offerings (price or value based).

cheers

Sharon Don

On 12/03/2010, at 10:49 PM, Cathy Wang wrote:

> Hi Everyone. > > I am doing an impossible research. Currently I am trying to find out
> how all the different telecom self-service portals work. As it's
> almost impossible for me to be a customer for all mobile carrier
> (around the world), I am asking the community to help. > > This thread can act as a resrouce gathering for pattern study in
> telecom self-service. (if we manage to gather enough screenshots) I
> think this would be benefitial to everyone as this is not just a
> portal, not just a website, but more of a service design on the web. > > I kindly ask the community to log in to your telecom self-serivce
> portal and snap some screenshots, especially regarding adding new
> services and ordering. (Thinking of ROI.. ) > > I will share my findings along the way. > > > > Cheers > > Cathy Wang > Interaction Designer > cathycracks.com [1] > >

26 Mar 2010 - 4:21pm
Sharondon
2009

Hi Cathy,

What you asking for is a big thing! I have been developing cutting
edge service portals for Global carriers for over 10 years, including
Vodafone, iBurst and Optus Singtel - and I am subject to NDA.
(confidentiality agreements). Sometimes vendors will provide screen
caps of portals they have deployed for other Service provider
customers, but its generally not a good idea to copy other carriers
mistakes! A UX needs to be developed specific to the customer/carrier
needs.

The type of portal depends very much on which market segments the
portal will cater for - consumer, SME (handset focussed) or Corporate
and Government (services focussed) ; AND the Carriers customer
experience strategy, sales & service models (life-cycle - research,
acquisition, ordering, provisioning, fulfillment, billing and
support) and service offerings (price or value based).

cheers

Sharon Don

On 12/03/2010, at 10:49 PM, Cathy Wang wrote:

> Hi Everyone. > > I am doing an impossible research. Currently I am trying to find out
> how all the different telecom self-service portals work. As it's
> almost impossible for me to be a customer for all mobile carrier
> (around the world), I am asking the community to help. > > This thread can act as a resrouce gathering for pattern study in
> telecom self-service. (if we manage to gather enough screenshots) I
> think this would be benefitial to everyone as this is not just a
> portal, not just a website, but more of a service design on the web. > > I kindly ask the community to log in to your telecom self-serivce
> portal and snap some screenshots, especially regarding adding new
> services and ordering. (Thinking of ROI.. ) > > I will share my findings along the way. > > > > Cheers > > Cathy Wang > Interaction Designer > cathycracks.com [1] > >

26 Mar 2010 - 4:31pm
Barbara Ballard
2005

On Fri, Mar 12, 2010 at 5:44 AM, Cathy Wang <contact@ixda.org> wrote:

Hi Everyone.

I am doing an impossible research. Currently I am trying to find out how all the different telecom self-service portals work. As it's almost impossible for me to be a customer for all mobile carrier (around the world), I am asking the community to help.


Your research may be much easier than you think. Get an account with DeviceAtlas, which is a tool that lets you access real phones on real networks via the web. Each phone has an account with an operator. 


While there, find the mobile web, mobile app, SMS, and possibly downloaded mobile app for self-service. 
 


  
(((Pl
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