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12 June 2018 Sensitivity: Unrestricted 1
https://www.statista.com/statistics/266210/number-of-available-applications-in-the-google-play-store/
12 June 2018 Sensitivity: Unrestricted 3
https://www.statista.com/statistics/269884/android-app-downloads/
7 apps out of 1000 with more
than 1Mio downloads
2 apps out of 5 with less than
100 downloads
11 June 2018 Sensitivity: Unrestricted 4
https://www.statista.com/chart/3835/top-10-app-usage/
Average churn after 3 months: 71%
12 June 2018 Sensitivity: Unrestricted 5
The context and the interface are key
constraints to take into account
Fit for Purpose: The context and the interface are key constraints to take into
account
Fit for Purpose: The context and the interface are key constraints to take into
accountSeveral screens and
limited features
One screen feature-rich
12 June 2018 Sensitivity: Unrestricted 9
Entertainment or Transaction?
12 June 2018 Sensitivity: Unrestricted 10
Entertainment:
Fill those short gaps of
idle time Transaction:
At the key moment of
need
Facebook Google Amazon
Microsoft Twitter
12 June 2018 Sensitivity: Unrestricted 12
12 June 2018 Sensitivity: Unrestricted 13
12 June 2018 Sensitivity: Unrestricted 14
12 June 2018 Sensitivity: Unrestricted 15
12 June 2018 Sensitivity: Unrestricted 16
12 June 2018 Sensitivity: Unrestricted 17
12 June 2018 Sensitivity: Unrestricted 18
• UX redesign (what
matters first,
navigation
improvements)
• Real-time or quasi
real-time status
• Notification centre
• In-app messaging
• New features
12 June 2018 Sensitivity: Unrestricted 19
ACQUISITION
% of people actually starting in
digital
RETENTION
% of people convinced by digital
and regularly coming back.
CONVERSION
% of people actually
terminating in digital
100%
Addressable Digital
customer base
Catch Guide Solve
• QR code
• Usage Widgets
• Push notifications
• Track & Trace
• Option recommendation
• New Help Centre Design
• Internet Option
management
• TV option
management
• Appointment
management
12 June 2018 Sensitivity: Unrestricted 20
12 June 2018 Sensitivity: Unrestricted 21
Web IVR
TVShop
Push notifications
Feature updates
Campaigns
Agents Technicians
Catch the users at the
very moment he
needs us while trying
to reach another
channel
MANAGE & RETAIN
ADVANCED MANAGEMENT ATTRACT & ACQUIRE
+
INTERACTIONS
PLAY & TEST
INTERACTIONS
INTERACTIONS VIA:
• Apps Launcher
• Apps section in menu
• Recommendations
• Emails redirection
• CTA
• Content proposition
• ….
…
…
CLICK ON THE
CTA “YES, I
WANT TO
WATCH”
 Tailored recommendations in MyPXS to consume TV content in Proximus TV
PXS TV
ALREADY
INSTALLE
D? *
YES
REDIRECTIO
N TO THE
STORE
NO
ATTRACT & ACQUIREMANAGE & RETAIN
AUTHENTIFICATIO
N CHECK **
* APP INSTALLATION CHECK: will be applied for all app interactions
** AUTHENTIFICATION CHECK: implicit VS explicit login VS create an account
 Promote Home Optimizer via the “Apps launcher” in MyProximus
APP INSTALLATION
CHECK
CLICK ON CTA
“OPEN”/”DOW
NLOAD”
AUTHENTIFICATION
CHECK
ADVANCED MANAGEMENTMANAGE & RETAIN
 Boost Internet services via MyProximus
Lancer une analyse de
Wi-Fi
CLICK ON THE
TAB “HOME
OPTIMIZER”
CLICK ON THE
CTA “LAUNCH
A WI-FI
ANALYSE”
APP INSTALLATION
CHECK
AUTHENTIFICATION
CHECK
ADVANCED MANAGEMENTMANAGE & RETAIN
12 June 2018 Sensitivity: Unrestricted 26
11 June 2018 Sensitivity: Unrestricted 27

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App-Economie Eldorado Désenchatement Discipline

  • 1. 12 June 2018 Sensitivity: Unrestricted 1
  • 3. 12 June 2018 Sensitivity: Unrestricted 3 https://www.statista.com/statistics/269884/android-app-downloads/ 7 apps out of 1000 with more than 1Mio downloads 2 apps out of 5 with less than 100 downloads
  • 4. 11 June 2018 Sensitivity: Unrestricted 4 https://www.statista.com/chart/3835/top-10-app-usage/ Average churn after 3 months: 71%
  • 5. 12 June 2018 Sensitivity: Unrestricted 5 The context and the interface are key constraints to take into account
  • 6. Fit for Purpose: The context and the interface are key constraints to take into account
  • 7.
  • 8. Fit for Purpose: The context and the interface are key constraints to take into accountSeveral screens and limited features One screen feature-rich
  • 9. 12 June 2018 Sensitivity: Unrestricted 9 Entertainment or Transaction?
  • 10. 12 June 2018 Sensitivity: Unrestricted 10 Entertainment: Fill those short gaps of idle time Transaction: At the key moment of need
  • 12. 12 June 2018 Sensitivity: Unrestricted 12
  • 13. 12 June 2018 Sensitivity: Unrestricted 13
  • 14. 12 June 2018 Sensitivity: Unrestricted 14
  • 15. 12 June 2018 Sensitivity: Unrestricted 15
  • 16. 12 June 2018 Sensitivity: Unrestricted 16
  • 17. 12 June 2018 Sensitivity: Unrestricted 17
  • 18. 12 June 2018 Sensitivity: Unrestricted 18 • UX redesign (what matters first, navigation improvements) • Real-time or quasi real-time status • Notification centre • In-app messaging • New features
  • 19. 12 June 2018 Sensitivity: Unrestricted 19 ACQUISITION % of people actually starting in digital RETENTION % of people convinced by digital and regularly coming back. CONVERSION % of people actually terminating in digital 100% Addressable Digital customer base Catch Guide Solve • QR code • Usage Widgets • Push notifications • Track & Trace • Option recommendation • New Help Centre Design • Internet Option management • TV option management • Appointment management
  • 20. 12 June 2018 Sensitivity: Unrestricted 20
  • 21. 12 June 2018 Sensitivity: Unrestricted 21 Web IVR TVShop Push notifications Feature updates Campaigns Agents Technicians Catch the users at the very moment he needs us while trying to reach another channel
  • 22. MANAGE & RETAIN ADVANCED MANAGEMENT ATTRACT & ACQUIRE + INTERACTIONS PLAY & TEST INTERACTIONS INTERACTIONS VIA: • Apps Launcher • Apps section in menu • Recommendations • Emails redirection • CTA • Content proposition • …. … …
  • 23. CLICK ON THE CTA “YES, I WANT TO WATCH”  Tailored recommendations in MyPXS to consume TV content in Proximus TV PXS TV ALREADY INSTALLE D? * YES REDIRECTIO N TO THE STORE NO ATTRACT & ACQUIREMANAGE & RETAIN AUTHENTIFICATIO N CHECK ** * APP INSTALLATION CHECK: will be applied for all app interactions ** AUTHENTIFICATION CHECK: implicit VS explicit login VS create an account
  • 24.  Promote Home Optimizer via the “Apps launcher” in MyProximus APP INSTALLATION CHECK CLICK ON CTA “OPEN”/”DOW NLOAD” AUTHENTIFICATION CHECK ADVANCED MANAGEMENTMANAGE & RETAIN
  • 25.  Boost Internet services via MyProximus Lancer une analyse de Wi-Fi CLICK ON THE TAB “HOME OPTIMIZER” CLICK ON THE CTA “LAUNCH A WI-FI ANALYSE” APP INSTALLATION CHECK AUTHENTIFICATION CHECK ADVANCED MANAGEMENTMANAGE & RETAIN
  • 26. 12 June 2018 Sensitivity: Unrestricted 26
  • 27. 11 June 2018 Sensitivity: Unrestricted 27