Service Design
Led the innovation initiative Direct Internet Access (DIA) for Swisscom. Launched successfully in 2020.
Swisscom - Direct Internet Access
Sector: Telecommunications
Services:
Product Strategy
Product Development
Customer Experience Design
Market Launch
Responsible for the innovation initiative Direct Internet Access (DIA), shaping a new B2B connectivity offering for Swisscom. Development from 2018 to 2019, from concept and business case to P&L ownership.
DIA is a scalable wholesale connectivity product with high-end SLAs and strong performance requirements. My focus was turning technical complexity into a coherent customer experience across the full journey, from positioning and offering structure to ordering and delivery touchpoints.
Launched in 2020 using Design Thinking and Service Design, supported by a focused go-to-market approach. Today, DIA is a meaningful value driver in Swisscom’s wholesale portfolio.