At NOS, the term “IT Driven” refers to IT activities as adding value to the business. That drove the use of low-code to speed up the delivery of critical projects their business needed. Hear how this leading telecommunications company grew through its relationship with OutSystems and evolved its processes into a bimodal IT approach to implement continuous delivery and provide app delivery roadmaps that benefits its customers and users.

1. Innovating at the Speed of Business in the
High-Bandwidth World of Digital Media

2. | NextStep| NextStep
@ in
nuno.cruz@nos.pt
/speaker
Henrique Zacarias
Chief Information Officer | NOS
@ in
henrique.g.zacarias@nos.pt
/speaker
Nuno Schiappa Cruz
Head of Transformation | NOS

3. | NextStep| NextStep
NOS was the first OutSystems
customer in Portugal, having 17
years of partnership
We continue to grow with new applications and increased usage…

4. | NextStep
Optimus is the 1st customer
1st platform installation, v1. sMSPRo and Geo
SMS development kickoff
OutSystems and NOS, 17 years of
partnership
2002
2009
ZON adopts OutSystems
SIGA, SM, VM e GEH started to develop@ZON. OCE, Optimus
ZONE, Euro Tarifa, e-escolas running@Optimus.
The platform is at verion 4.1
NOS is born
Farm consolidation begins with the merge of 2 farms.
One has the OSv6 and SQL Server DB and the other one
has OS v8 and Oracle DB.
+Vendas, Ups, ABC mTEC, DMR3 are running or are
almost ready to go live
2014Farm consolidation ends
Result are 2 distinct farms. Two OS versions, v8 and v9.1
More new applications PVG, Weasy+, GUIA, GAR, PEEP, SEND,
CampMng, mTec 2.0
2017
OS Mobile Apps @NOS
OS development of mobile app begins: Cinemas and
myNOS.
More new web apps: GUIA, vPRO, RGPD Tools, Migrador
Oferta. We are upgrading our farms to OutSystems v10
2018

5. | NextStep
● There are 2 distinct farms – Internal
and DMZ
■ Internal - The applications is this farm can
only be accessed through the internal
network or via VPN
■ DMZ – This farm is exposed to the Internet
and can be accessed by everyone (of
course there are some restrictions…)
NOS has been leveraging OutSystems
technology to evolve its architecture:

6. | NextStep| NextStep
Having already a significant amount of interactions
Web Apps
Responsive
>50
Mobile Apps
3
Active Users
>400k
Application
Objects
>10k
Mobile
Requests
>12M day
Web Service
hits
>7M day
Web hits
>2M day
SMS Out
>2M day
Some big numbers

7. | NextStep
Having already a significant amount of interactions
Some big numbers
Web Apps
Responsive
>50
Mobile
Apps
3
Active
Users
>400k
Application
Objects
>10k
Mobile
Requests
>12M day
Web Service
hits
>7M day
Web hits
>2M day
SMS Out
>2M day
Access
Control
System
Customer
Campaign
Executor
Subscription
Manager
FieldForce
App
SMS
Gateway
Manager
D2D
SalesForce
App

8. | NextStep
Msales|A door to door salesforce
app, used daily by 700 sellers in the
field
579
727
0
50
100
150
200
1Q
37%
57%
2Q
1.603
57%
3Q
40%
%Salesforce
with tablet
Tablets
200 / EoY’18
400 / Jul.’19
800 / EoY´19
% Use Digital Sales

9. | NextStep
And dedicated
OutSystems
development
teams Internal development
• 4 ultra senior OS developers
with more than 13 years working with OS
• 20 OS developers with an average of
3 years working with OS
• Participation in hundreds
projects over last 16 years
Application Outsourcing
• 4 teams, responsible for 8
applications
• 8 OS experienced developers

10. | NextStep| NextStep
NOS Team has
- History
- Know how
- Talent
so we have solid
foundations to innovate
at …
The speed of light

11. | NextStep
So in 2018, NOS defined ambitious goals for its digital ecosystem, focusing on
customer satisfaction and in the scale-up of digital touchpoints usage
Full fledged Digital @NOS
Scale-up usage
of digital
ecosystem
from 100k to
2M users
Best digital
experience in
telco market

12. | NextStep
Service Experience
Design
Customer at the
center of strategy and
involved in all decision
moments
In order to achieve it, NOS has been focusing on four main dimensions
State of the art tech
Low code technology
for faster time-to-
market delivery
Adoption strategy
Strategy focused on
promoting digital
touchpoints
Agile Development
Focus on incremental
value delivery, through
MVPs, aiming to rapidly
capture value

13. | NextStep| NextStep
Service Experience
Design
Customer at the center of strategy and involved
in all decision moments

14. | NextStep
Customers have been at the centre of NOS strategy, being involved in different
maturity phases of development, contributing actively to the final product
Journey
mapping
Tests of concept Pilots with real
customers
ServiceExperienceDesign

15. | NextStep
UX/UI teams, supported by NOS
SED Coaches ensure recurrent
interactions with customers, during
the lifecycle of the projects
Internal dedicated teams Specialized external partners
NOS external partners conduct
qualitative studies with customers,
using eye tracking technology
How to really ensure customer centricity?
Cultural mindset
Alignment and commitment of top
management is a key success factor
to be a customer centric company
ServiceExperienceDesign

16. | NextStep| NextStep
Agile Development
Focus on incremental value delivery, through
MVPs, aiming to rapidly capture value

17. | NextStep
Agile Development
Agile
Less dependent
on plans
Continuous
improvement
Multidisciplinary
teams
MVP way of
working
AgileDevelopment

18. | NextStep
Ensure strategic alignment, increasing
focus on the customer, and improving
decision prioritization
Strategic alignment
Faster time-to-market, by breaking
functional silos
Value chain extension
Product &
go-to-market
Design,
Dev, Build
Deploy &
Operate
Billing &
Support
Working more effectively and with
higher teams’ engagement
Improve the core
Product &
go-to-market
Design,
Dev, Build
Deploy &
Operate
Billing &
Support
How to mobilize different departments, having multidisciplinary teams
working towards one single solution?
AgileDevelopment

19. | NextStep
In order to develop and
deliver faster, NOS needed
some state of the art
technology and OutSystems
was the obvious choice
AgileDevelopment

20. | NextStep| NextStep
State of the art tech
Low code technology for faster time-to-market delivery

21. | NextStep| NextStep
Why OutSystems?

22. | NextStep| NextStep
Why OutSystems?
Faster
time-to-
market
Flexible UI
Easy
integration

23. | NextStep
The ability to develop one single build for both
operation systems was a key success factor to
transform NOS’ digital ecosystem in 12 months
One-time build generation
Sharing components between different
teams accelerated the speed of
development
Components reuse
Development teams leveraged the OS community to
increase their knowledge faster and overcome issues
identified along the way
OutSystems community
In the last 12 months, NOS
launched three new mobile
apps, already with more than
400k users
Stateofthearttech

24. | NextStep| NextStep
App Cinemas NOS(8 months) App NOS(9 Months) App WTF(4 Months)
Developments in Silk were critical to personalize and excel in user experience and
interface in NOS digital touchpoints

25. | NextStep
During the development of new digital touchpoints, OutSystems integrations
with NOS internal systems were simple and quick
Mobile Balance
Show data consumption and allow for
balance pop-up in the digital servicing
Apps NOS and WTF
Customer portfolios
Expose customer portfolios in the
front-ends, providing the ability to
manage services in-app
Movie Theater Tickets
Integration with internal systems in
order to allow customers to purchase
movie tickets and bar products
NOS internal systems
Stateofthearttech

26. | NextStep
Nevertheless, there
were some
challenges along
the way

27. | NextStep
UI adjustments
Need to adapt UI via Silk in
order to be adjusted in
different mobile screens
Integration with
native plugins
Lack of information and
issues integrating with third
party native plugins, being
required to encapsulate in a
Cordova plugin
Lack of Native
features and clear
support info
Inability to implement native
features (e..g. force touch in
iOS and balance widget on
Android) or normal features
Deep links
Performance vs
native apps
Slower screen rendering and
transitions vs native apps
Some of the challenges the teams have been facing
Stateofthearttech

28. | Change session name in master slide| NextStep
Adoption strategy
Strategy focused on promoting digital touchpoints

29. | NextStep
…it requires an adoption strategy
Trocar imagens
Growing is not only about apps
and features…

30. | NextStep
NOS defined an adoption strategy, focused on articulating the way we do things
and continuous promotion of digital touchpoints
Implement enablers in order to
communicate and promote digital
touchpoints, fostering recurrent
usage and feedback
Relation
Ensure a positive experience in
usage, finding and promotion for
an effective adoption
Experience
Measure and track digital
touchpoint adoption, in order to
evolve and iterate actions and
approaches
Measure
Adoptionstrategy

31. | NextStep
The Adoption framework is being applied in the three mobile apps, boosting
growth and engagement of customers
App Cinemas NOS –
Outdoor board
App NOS – In-store
Muppies
App WTF – TV
Commercial
Adoptionstrategy

32. | NextStep
And Digital is being fundamental to the fast growth in terms of awareness and
usage of NOS digital touchpoints
App Cinemas NOS –
Facebook Ad
App NOS – Ad in
online newspaper
App WTF – Story on
Instagram
Adoptionstrategy

33. | NextStep
Involve operational
areas
Give unique rewards Celebrate success!
But the key to success was to involve the company as core promoters of NOS
digital touchpoints and to create the right incentives to foster the use of digital
Adoptionstrategy

34. | NextStep
Adoptionstrategy
Our adoption strategy enabled an impactful go big with the launch of our
apps and a future perspective of sustainable growth and awareness
250 k
120 k
100 k
n+2 n+3n n+1

35. | NextStep| NextStep
How are clients receiving
our apps…

36. App NOS
# Daily users
(average)
4,4
Rating Android
(6235 Reviews)
4,5
Rating iOS
(887 Reviews)
20K250K
# Users

37. | NextStep
App Cinemas
# Daily users
(average)
4,6
Rating Android
(1242 Reviews)
4,7
Rating iOS
(666 Reviews)
10k120k
# Users

38. App WTF
# Daily users
(average)
4,8
Rating Android
(2995 Reviews)
4,5
Rating iOS
(1800 Reviews)
20K100k
# Users

39. | NextStep
Having all this in mind, we are
confident about achieving our ambition
2M
Digital
ecosystem
users

40. Digital
Teams

41. | NextStep
Thank You!
T