Fastweb is one of Italy’s main internet providers, and a leader in the delivery of telecommunications services. They saw how often customers required troubleshooting support with internet peripherals, and wanted to minimize these negative customer experiences.
Fastweb also noticed a product development opportunity: they saw good reason to transition from service provider to an organization that could deliver both a product and service, to enable better home connectivity. They engaged Continuum to design a modem along with an extended connectivity experience.
Research & Insights
Research & Insights
Consider the Whole Family
Most European internet providers focus their efforts and attention on the “contract subscriber,” even though a subscription often serves multiple people (families, roommates, etc.). Our research surfaced the challenge that within these user groups lies a set of different needs, behaviors, and concerns related to connectivity. Some users, for instance, had health concerns, while others wanted protection from potentially inappropriate web content.
Continuum designed Fastweb’s FASTGate modem, which delivers an improved at-home connectivity experience aimed to empower consumers to be more independent. The FASTGate ecosystem is comprised of three touchpoints: the modem, packaging, and a companion web- and mobile app.
The modem was designed to support FastWeb’s brand, using a design language that strikes a balance between excellent technological performance and the human dimension of interaction.
The digital UI is built around features that allow for real-time intervention by users while giving direct reassuring feedback, which greatly minimizes consumer frustration.
The web- and mobile apps let users control internet-driven devices and activities. Consumers can set bandwidth use limits on a per-device basis, parental controls, and specific usage settings based on time of day.
Launched in 2017, FASTGate is the most powerful home connectivity device available to the Italian market. It guarantees 1 GB/s connectivity—a milestone for mass-distributed modems. It’s the first of its kind to be released by a telecommunications company for domestic use. Fastweb hopes to replace all third-party modems they currently offer to consumers with the FASTGate modem, and has the goal of granting high-speed connectivity to 13 million families by 2020.