Out of Box Experience - O2 Wi-Fi Broadband

Prior to the launch of O2’s new broadband wireless offering, Frontend were asked to conduct an ‘Out of Box Experience’ evaluation on the installation process.

The O2 Broadband Router allows customers to create a wireless network and connect to the Internet over the 3G network without the need of a fixed telephone line. O2 had already conducted a beta program on the product, experiencing a high product return rate. The product was aimed at both consumer and business customers.

Frontend conducted a comprehensive evaluation of the installation process, including packaging, printed material, set-up instructions, installation process and installation software. During the evaluation we conducted user testing with only 1 in 10 participants successfully completing the installation. Frontend identified the key problem areas and redesigned both the set-up instructions and installation interface.

The result was a much more intuitive process; reducing product returns and the need for customer support.