Customer Experience & Service Design Archives - Page 2 of 2 - Ekino global

The Objective – Providing a turnkey solution for TV providers through the Cloud

The rise of VOD platforms has forever changed the way we consume TV and video content. From pure players to TV channels, all actors offer VOD or replay services in today’s competitive landscape. These changes are now extending to developing countries and represent a growth driver for Eutelsat, which launched CIRRUS in September 2018, a hybrid satellite-OTT* solution that enables satellite TV channels and operators to offer a flexible and seamless multi-screen consumption experience.

In January 2019, Eutelsat mandated ekino to develop a new module to upload and encode video content to the Cloud and publish it in VOD catalogs. Eutelsat can thereby leverage its existing network and activities to provide a turnkey, high value-added solution for OTT & DTH TV providers, all on a white-label basis.

  • 5

    Months for an MVP

  • 9

    Sprints of 2 weeks each

  • 11

    People involved

The challenges – How to build a new service offering from scratch?

Visionary and precursor of a new model for video content distribution, there was no feedback on experience from the market.

Starting with just a brief on user needs, the challenge involved with the design of this new service offering was considerable. It was ultimately met by co-constructing a platform with a strong technological dimension, combining Cloud technologies and integration via APIs with editor tools, in compliance with the initial brief and the envisioned value proposition. The overall solution infrastructure leverages AWS resources including Glacier, Batch, Lambda, Step functions, Fargate, Transfer, Cognito, SQS, SES, SNS, RDS, and CloudFront. 

Our solution – A scalable Cloud architecture to optimise the TCO

Multiple interviews and a design sprint were carried out to specify the business model, the strategy, the functionalities, the UX/UI, the product roadmap, as well as an agile production of the platform. We created a process orchestrator allowing the ingestion, control, encoding, packaging, and broadcasting of videos, alongside the back-office administrator. We created a scalable Cloud architecture, based on AWS Lambda, intending to optimise the TCO (Total Cost of Ownership).

The results – Eutelsat successfully positioned itself in a new market

An MVP delivered in 5 months allowing Eutelsat to successfully position itself on this new market. A high-performance, scalable, accessible, and deployable platform worldwide, which was unveiled at the IBC (International Broadcasting Convention) in Amsterdam in 2019, the world’s most influential media, entertainment, and technology show.

  1. * OTT : Over-The-Top service is a service for delivering media over the Internet without a traditional operator (such as a telecom operator) in the control or distribution of content. The ISP may be aware of the content of the IP packets flowing over its network but cannot control the display or redistribution of the content passing over its network.

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Euler Hermes

The objective – To improve the customer experience of Euler Hermes via the redesign of their corporate website Acquired by Allianz in May 2018, EH wanted to overhaul its corporate website with a thorough understanding of end-users ‘ expectations and needs. While renewing their ecosystem and digital platforms, it was also essential to consider the […]

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Objective – Create customer value through a better experience

All players in the transport and logistics sector have taken the digitalisation turn in order to provide ever more innovative services. In this context, Bolloré Transport & Logistics called on ekino to improve the customer experience and develop new functionalities around LINK as part of the group’s new Customer Digital Platform. LINK is Bolloré Transport & Logistics’ (BTL) track & trace tool that allows its customers from different sectors and BTL’s operational team to schedule and track international multimodal freight transport.

  • 2

    Service Design workshops

  • 8

    Design sprints in 3 months

  • 9

    Months of project

  • 14

    User interviews

The challenges – How to promote the Design approach as a vector of change management?

Our main challenges were: to promote the user-centered approach, to take into account the business needs of the different types of customers, to understand the business challenges, to use BTL’s expertise in the logistics sector and to optimise the reliability of the data as well as the market, but also to improve and optimise the ergonomics of the existing platform while maintaining all the functionalities, and to create the first components of the design system

Our solution – Support Bolloré Transport & Logistics from the stage of evangelization to the development of new interfaces

During the 9 months of project, we went through several phases, including a UX/UI audit, user research, a benchmark, several service design workshops, and 8 sprints to work on the screens and design system. The customer interface was completely redesigned based on the elements collected during the user research phase. In addition to this, accessibility and usability rules have now been applied. Finally, beyond covering the initial functional scope, we also thought of integrating other services offered by Bolloré Transport & Logistics, so as to guarantee a fluid user experience covering all business needs.

The results – A new experience that meets the expectations of users and the technical needs of the IT department

The LINK tool was refocused around key user features, such as the search function. The user experience is now more fluid and intuitive, notably due to the graphic redesign of the interfaces. The provision of the Design System’s bases allows for the IT department’s technical teams to consider, more serenely, the scalability and coherence of future developments. These results are the fruit of the commitment from the various stakeholders as well as the end users throughout a co-design approach.

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Orange

The objective – Making life easier for people who are moving To make life easier for customers during the complicated period of moving out, Orange called on ekino’s Experience & Service Design department to improve the customer experience throughout this journey. The challenges – How to get teams involved in a collaborative project? The challenge […]

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The objective – To help in the proposal of a recruitment tool in line with the market

For 10 years, Havas People was commercialising a recruitment and application management tool for internal and external use. With over 90 clients in the UK, the tool was already well established in its sector, and its functionalities continued to evolve in response to user requests. However, as the various additions were implemented without a long-term business focus, the tool became unwieldy and cumbersome. With far too many features specific to each client’s needs, it became too slow to load and react.

In addition to this, the challenges related to use, and according to different user segments, represented another challenge for a tool evolving without a proper roadmap. On the one hand, the candidates, for whom the experience had to be fluid and reflect a positive image of the company; and on the other, the HR managers and supervisors, for whom the tool had to be efficient and above all, facilitate the management of multiple daily tasks related to the follow-up of applications.

  • 2,5

    Months of project

  • 2

    Countries: France and England

  • 1

    Design Sprint week

  • 7

    Core Team ekino experts

The challenges – How to support our client in their decision-making?

With a poor user experience and a significant amount of unsuitable functionality for some clients, it became essential for Havas People to undergo an in-depth study and evaluation to opt either for a global redesign of the tool or its complete discontinuation.

Our solution – A business model with a realistic roadmap for an informed decision on financing

By mobilising two multidisciplinary expert teams based in London and Paris, ekino took on the challenge of accompanying Havas People on this mission. By identifying a business model best suited for the future tool- and its deployment roadmap – we managed to provide a solid recommendation designed to assist in the decision-making process within a timeframe of fewer than 3 months.

  • « A quick note intended to thank you and your team – it was a great week, challenging, fun, full of exciting possibilities »

    Jonathon Malone, PO Engage, ATS Havas People

The result – Budget release validated for tool deployment

We produced a comprehensive business model with a coherent and realistic roadmap designed to comfort interested investors in the tool’s new version. The client was satisfied with our approach and the study that we managed to conduct within such a short time frame (2.5 months in total). Ekino France and the UK ensured sound delivery and are proud of such a successful partnership: the project secured its funding, and the tool is now under development.

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