
Taking the customer perspective in the Mystery Shopping of the first commercial eSIM Device the Samsung Gear S2
In brief…
- Help an MNOS in its strategy to deploy the first commercial eSIM Device : the samsung Gear S2 , with extensive study on user experience and user demand, touchpoints…
Experience & highlights
- Understanding the customer demands at the touchpoint
- Mystery shopping in 8 countries in Europe
- Discovery of mismatch between MNO performance and customer expectations
- In-depth understanding of existing pitfalls in logistics and customer interaction processes
Main results
- eSIM technology is robust however customer interaction is cumbersome
- The combination of device and service design fails to deliver additional value for the customer
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