How does telecom operator understands user experience today? NATSENS aims to give the power of crowd sourced network user experience to the mobile carriers.

1. NATSENS
Crowd-sourced user experience

2. How does business
understand user experience
today?

3. Network
reports
User experience today
Primarily from third party sources with less flexibility
May 11, 2015
1
Customer
feedback
2
Third party3
Source Description
 Periodic network quality monitor
 Periodic drive tests
 Customer complaints and contact
 Sales and distribution team
 Market research
 QoS reports from services
 Reports on network quality provided to
carrier by infrastructure providers
 Regular drive tests to evaluate the quality
along with accompanying reports
 Customers reach out to carriers regularly for
issues, queries, and feedback across touch
points
 Market feedback provided by retailers and
distributors to sales and distribution team
 Independent market research conducted by
third party with a selected sample set
 Third party QoS reports from customer
focused one size fits all services like ookla

4. Challenges in understanding user experience
May 11, 2015
Major challenges
• Time consuming
• Limited data set
• Difficult to derive proper insights in
case of massive 3rd party data
• Expensive when third party is
involved
• Subjective depending on incentives
How do Internet companies
do it
• Single most powerful and
effective way
“Rely on crowd sourced data”

5. How NATSENS helps
business understand user
experience for tomorrow?

6. User experience tomorrow
Move away from dependence towards self-reliance
May 11, 2015
 Crowd sourced periodic independent data collection  Unlimited data set for action based insights
 Targeted marketing and sales campaigns
Time to take more control Leading to
 Access to wide array of user experience and quality
parameters
 Detailed insights into user experience, behavior, and
quality
 Customised operator centric solution depending on
market need
 Priority access to strength areas and weak areas
(validate existing hypothesis, complement existing
data/studies)
 Option to report customer problems real-time
 Easier, better, and transparent communication to
customers on experience and quality
 Single most powerful feedback from customer
complaints

7. Our proposal – A customized app
May 11, 2015
NATSENS
Captures
Provides
Results in
Mobile Network information, device information,
coverage and quality information, data network
information, dual SIM information
Provides insights on progress, cluster behavior,
longitudinal analysis, cross-sectional analysis,
and real-time experience/issues
Better control over user experience, easier
communication to customers, option for
reporting issues, advance notice on impending
issues

8. NATSENS
Product details

9. Web snapshot – zoomed out view from live data
Carrier selection
Mode selection
May 11, 2015

10. Web snapshot – zoomed in view from live data
Bearer type
classification
May 11, 2015
Location search

11. How does it look – sample screenshot
Bearer type
classification
Carrier selection
Mode selection
App branding space
(Mobile only)
May 11, 2015

12. How does it look – Sample screenshot
QoS legend
 Demo will have only
web access for
results display
 Web view will be
the same except for
the top band for
menu
 Map overlay will be
as is
 Phase II will carry
results display on
app
May 11, 2015

13. Customer issue reporting
Sample set. Can
be changed to
include top 5
issues Type of coverage at
the time of issue
App branding space
(Mobile only)
May 11, 2015

14. NATSENS
How can business put data to use?

15. Coverage - basics
No coverage
2.1%
Bad
7.3%
Reasonable
41.2%
Good
49.4%
Coverage
Total cells: 2, 230 1,132
287
1,094
261
0
200
400
600
800
1,000
1,200
Good coverage Bad coverage
Horizontal movement
Prev. mth Curr. Mth
May 11, 2015

16. Interference issue
78
65
55
60
65
70
75
80
Prev. month Curr. Month
Potential Interference issue
Quality issue
 RSSI > -85 dBm
 RXQUAL > 4
 This indicates a good coverage
level with probable bad downlink
quality
* Applicable only for 2G voice quality
May 11, 2015

17. Data network quality - basics
Snail (<100
Kbps)
37%
Slow (< 512 Kbps)
26%
Acceptable
(< 1 Mbps)
21%
Good (< 3
Mbps)
13%
Lightning (> 3 Mbps)
3%
Speed
Total cells: 1, 842
1,132
287
1,094
261
0
200
400
600
800
1,000
1,200
Good and above Snail speeds
Horizontal movement
Prev. mth Curr. Mth
May 11, 2015

18. Top areas for complaintsTop5clustersvoicecomplaints
Cluster 1
Cluster 2
Cluster 3
Cluster 4
Cluster 5
Top5clustersfordatacomplaints
Cluster 1
Cluster 2
Cluster 3
Cluster 4
Cluster 5
Total number of call complaints received/ Total number
of cells in cluster
Total number of Internet complaints received/Total
number of cells in cluster
May 11, 2015

19. Device profile
Samsung
31%
Micromax
26%
Moto G
16%
Karbon
13%
Others
14%
Speed
May 11, 2015
Cluster 1 device mix

20. Coverage & Data
Cells having good coverage or quality / Total number of
cells in cluster
Cells having bad coverage or quality/Total number of
cells in cluster
May 11, 2015
Top5clustersvoicecomplaints
Cluster 1
Cluster 2
Cluster 3
Cluster 4
Cluster 5
Top5clustersfordatacomplaints
Cluster 1
Cluster 2
Cluster 3
Cluster 4
Cluster 5

21. Throughput vs quality and consistency
May 11, 2015
Quality and consistency
instantaneous throughput Delay
Average throughput = 3.5 Mbps
Peak throughput = 6.8 Mbps
Min throughput = 0.64 Mbps
Quality = Min speed/maximum = 9.4%
Peak delay = 49.3 ms, VoIP call
may not sustain
BW consistency = Avg. tput/capacity *100 = 48.6%

22. Actual experience – Real time data
May 11, 2015
0
500
1000
1500
2000
2500
3000
0.0
0.9
1.5
2.2
2.8
3.1
3.8
4.1
4.4
5.0
5.3
5.6
6.0
6.3
7.0
7.3
7.6
8.2
8.8
9.2
9.5
9.8
10.4
10.8
11.1
11.4
11.7
12.0
12.3
13.2
13.2
13.8
14.1
14.4
14.8
15.4
15.7
16.0
16.3
16.6
16.9
17.2
17.6
17.8
18.1
18.5
18.7
19.0
20.4
27.6
28.6
Time between application data
Test time (sec)
A dealy of 2.6 seconds
• a Skype call may not
sustain
• Video streamers will
experience buffering
and slow speed
NATSENS captures radio
conditions, device and
other data at this time to
understand whether the
issue is within operator
network or outside

23. Data network analysis – Issue site
Cell id 22248, HSUPA+, tput 878 Kbps, location x
May 11, 2015
0
100
200
300
400
500
600
700
800
900
0.00
0.20
0.40
0.60
0.80
1.00
1.20
Quality and consistency
instantaneous throughput Delay
Average throughput = 878 kbps
Peak throughput = 956 kbps
Peak delay = 800 ms,
VoIP call may not sustain
Quality = Min speed/maximum = 66.9%
BW consistency = Avg. tput/capacity *100 = 8.9%
Min throughput = 587 Kbps
Smaller packet sizes with lower delay - potential
transport/backhaul bottleneck

24. Coverage
32
16
48
23
0
10
20
30
40
50
60
Bad coverage Good coverage
Potential coverage issue
Zero neighbour One neighbour
126
436
81
624
0
100
200
300
400
500
600
700
Bad coverage Good coverage
Opportunity cells
3 neighbour 4 or more neighbour
May 11, 2015

25. NATSENS
Status of implementation

26. Readiness
May 11, 2015
NATSENS
App
Web
Backend data
Android app ready with automatic network
quality capture, and user initiated data network
quality assessment. Periodic capture and
configurable parameters for capture and
transmission of data
Interface ready to display captured information
on web with network type, carrier selection
options. Backend complete data set is also
available. Admin module development based on
custom requirements
Customisable data capture and extraction.
Facilitation of search, analytics, archiving, hosting
available on amazon cloud

27. Talk to us
Research Center
Hexolabs Interactive Tech Pvt. Ltd.
Technology Business Incubator
First Floor, Student Amenities Center
University of Madras, Guindy Campus
Chennai 600025
India
Phone: +91 44 22202876
sales@hexolabs.com
Registered Address
Hexolabs Interactive Tech Pvt. Ltd.
#19, 2nd Main road
Officer’s colony, Adambakkam
Chennai 600088
India
Mobile: +91 9789073134
Sales Office
Hexolabs Media & Tech Pvt. Ltd.
560/1, First floor, Dayanand Colony
New Railway Road
Gurgaon 122002, India