NOS
Digital innovation to improve the experience of customers

The Challenge

In 2021, NOS wanted to innovate the experience of its customers when installing several of its products. MTI2 guided a multidisciplinary team of ideators through several steps of its customer experience design trajectory, namely, pain point identification, journey mapping, storyboarding, customer and key informant interviews, validation, etc.

Impact

In the space of six weeks, we organized a series of sprints to re-design the customer experience of NOS customers who purchase three specific products (related to their TV, WiFi, and cable Internet offerings). We leveraged customer and key informant interviews to quickly prototype new app-based solutions to be deployed in record time. The app is currently under development.