The mission: Create experiences
During the takeover of the 2nd floor of the Genfergasse building, the B2C division created a “digital hub” to bring digitisation projects to life for both employees and visitors.
Corner office B271 was transformed into a functional workshop space – a digital studio. This is where the B2C teams will work on digital experiences. Most importantly, it is the site for experience workshops and testing.
In addition to the studio, different areas of the corridor were put to use. This digital path serves as both inspiration and showroom. Multiple stations display both current and future hands-on digital experiences, as well as a KPI-wall (control centre). Dirk Wierzbitzki carried out the project and supported it throughout.
The challenge: Bundling content
Right from the start, Kristen Mrkwicka had clear ideas about how to implement the digital path, even though there was a huge amount and wide range of content. As a first step, we put the content into meaningful bundles.
The following topics emerged:
Tomorrow’s homes (smart home, Blue TV)
Getting in touch (social media, customer segmentation)
Under development (bot)
Taking the digital pulse (KPIs, live recordings)
We also had the task of integrating various elements from the shop (Retina) into the digital path. This benefitted co-workers because they can test their content directly on the screens in the digital hub.
The procedure: Tie together individual work packages
Part of the assignment was to work closely with Kirsten Mrkwicka and coordinate the procedures between the client, internal and external contributors as well as service providers. Furthermore the concept and the requirements for implementation were detailed. The rough concept, including visualisations, had already been developed with input from other Creaholicers. The client organised the management of the digital path internally.
One of the work packages involved the “Digital Studio” workshop room:
Specification of the requirements (colour concept, proposal for furnishings)
Implementation advice (research, procuring offers, preparing orders, advising craftspeople)
Implementation support (coordinating craftspeople)
Another work package was the creation of an MVP, staging the digital path with current examples of work done by the teams involved. More specifically, this work package included:
Specification of the requirements (detailed concept)
Implementation advice (research, procuring offers, preparing orders, finding craftspeople, suggestions for the look and feel of the screens, visualisation of the wall views-including dimensions, standardising the screen content)
Implementation support (coordinating craftspeople)
The result: Digitisation you can touch
The digital hub shows how much digitisation means in the B2C space, and what Swisscom customers experience - from emotional Marketing & Image Communications campaigns and segmentation according to digital maturity, to smart home devices and Retina shop elements, to chatbots and Computer and Interactive Voice Response.
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