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IoT, data and sensors take the guesswork out of generator brush health and maintenance

Using Data for Reliable Power Generation 

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IoT Meets the Power Plant

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Brush replacement involved intricate inspection to assess key features which, if missed, could lead to fires, offline generators or slowed electricity flow. This meant locating and inspecting as many as 200+ brushes per generator.   

Saying no to complexity

Challenge

Our experts invented a novel sensor that understands and communicates details like brush length, in real time, to a custom hub, alerting when brushes need to be changed. Now, there’s no longer a need for manual inspections. Setting sights on sensors The sensor measures many other data points of the generator’s operation, alerting users to out-of-range parameters. This helps teams manage generator performance and address issues before they become catastrophic.

Engineering that solves

Solution

Today, Cutsforth’s customers can remotely monitor brush and generator health, enabling maintenance teams to proactively manage service and resource needs.  

Near and long-term benefits

Outcomes

Project highlights

New boss at the power plant: data

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At frog, we help companies respond to a changing landscape enabled by technology and fueled by data. 

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Product Design

Breakthroughs start small

Build intelligent offerings, ecosystems and transformational solutions with frog.

Discover the New Connected World Offering

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Breathing Life into Lumen

Transforming Pet Care with AI

Transcending the Telco Op Model

Building a venture to forge a new definition of value for SMARTY customers

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Project overview

Digital-only, SIM-only: Remove all clutter and complexity: SMARTY stands out among competitors as a highly optimized, digital-only, SIM-only brand and experience.

Agile Technology: Start lean, scale up fast: In six months, the SMARTY tech team had a cloud-native web app up and running. It has now matured into an enterprise-grade cloud infrastructure, resilient enough to handle rapidly increasing volumes of traffic. Supporting SMARTY’s ‘test and learn’ ethos to continuously improve the experience, the web team regularly runs A/B testing to improve conversion, retention and understanding of customer interactions.

Experience-led: Take note of feedback: SMARTY provides value to customers by listening carefully and often to their views on how to improve. Never straying far from its ethos, SMARTY has grown through word-of-mouth, with its customers proactively sharing their satisfaction with others.

Build capacity alongside product: Fuse expertise: SMARTY has been a multi-company, multi-geography design partnership from its outset: fusing frog’s expertise in design and technology with Three UK’s telco experience to launch and scale the new product in market. Digital marketing analytics, mobile app development, billing and network provisioning teams all unite to deliver the digital experience.

frog's work with SMARTY to disrupt the conventions of an overly complex and commoditized sector is underpinned by four pillars.

Disrupting telco conventions

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SMARTY’s mission has always been to find radical new ways to put mobile customers first. Following a swift build, launch and scale, the next opportunity was to grow the business while retaining SMARTY'S purpose, customer base and innovative differentiation in the telco market.

Directions for growth

The frog team’s pre-existing knowledge of the organization meant they could rapidly develop working hypotheses on how to give SMARTY customers what they want—and ultimately grow the business further. To test, refine and validate emerging theories, the team used a blend of secondary research, stakeholder interviews, focus groups and customer diaries.

Hypothesis-led testing

A probing, hypothesis-led approach led to rapid empirical insights and the development of a solid growth strategy. The team delivered an actionable technology roadmap to ensure SMARTY can move toward new value plays for the group market—individuals using their own SIM under a shared account—which had previously been underserved. 

Outcome

Equipped for new value plays

Next era of growth

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Visit the frog archives to <a href="https://www.frog.co/work/smarty-building-the-uks-highest-rated-mobile-network-in-under-6-months" target="_blank">learn more</a> about the launch of SMARTY.

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Meeting and exceeding goals 

Grounding the Made of Air Brand

Empowering Customers through a Best-in-Class Companion Experience with stc


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Building on a long-standing partnership with stc, a leading telecom and technology service provider, frog designed a new company-wide design language system (DLS) to support stc’s massive rebranding effort and inform the design of new products and services. The flagship product of the award-winning DLS is the mystc app—a new, personalized digital platform that empowers stc customers to take control of their telecom services. Informed by in-field research in cities across the Middle East, the frog and stc team together raised the standard for self-service telecom experiences, driving new engagement across the region.

To ensure the redesign would suit the unique, evolving needs of customers across the Middle East, the frog team spent two weeks in the field between Riyadh and Jeddah, Saudi Arabia to better understand customer needs and pain points. In a UX assessment, frog and stc went through key flows within the previous application to identify challenges, and provide new solutions. The frog team conducted more than 40 qualitative stakeholder interviews in Saudi Arabia and Kuwait while co-located with stc business leads and employees. frog then worked side-by-side with stc to perform a comprehensive technology assessment aimed at identifying current capabilities and defining new areas for ongoing improvement.


Deep, In-Field Research

Throughout the program, the frog and stc team sought to translate improved customer experiences into increased customer satisfaction and loyalty—all while reducing the company’s customer support effort. More than a self-service app for basic telecom services like managing phone lines and purchasing products, the mystc app offers an elevated lifestyle element throughout. Baked into the user experience is personalized, aspirational content and offers that go far beyond simple loyalty programs, to provide customers with meaningful, strategic guidance for incorporating their telecom services into their real lives.


From Utility App to Companion Experience

The new stc DLS, exemplified by the mystc app, is built on the customer experience principles of building trust, providing proactive personalization, empowering users and providing a seamless experience. As the first touch in customers’ relationship with the brand, the redesigned DLS ensures consistency across all digital stc services. frog designed the DLS to be a strong, extensible tool—a scaling, living, centralized repository of principles, templates, components and other assets that help internal teams accelerate their efforts.


Driving Cross-Regional Success with a DLS

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frog supported stc in defining their technology strategy for digital and achieving faster time to market. The team worked closely with business and IT stakeholders in Agile sprints to iteratively prioritize, design and develop product increments, shortening the feedback and approval cycle. frog built mobile and web applications with high quality UX and collaborated with the stc IT team to design an integration API layer. The collaborative API process created alignment on use cases and flows, and facilitated downstream final engineering and release activities.


Technology as Enabler and Accelerator

The work reflects a team of 30+ frogs across Europe and India, including in Milan, Munich, Delhi and Bangalore—following Agile product management and delivery methodologies. While initially collaborating largely in-person with stc in Saudi Arabia and Kuwait, the team smoothly switched to a remote collaboration structure at the onset of the Coronavirus pandemic—without compromising on product quality or manner of delivery. To bring the product to market, the team brought in experts from the Altran Global Engineering Center in Ukraine, part of frog’s parent company. In addition, frog worked closely with the Interbrand team in Madrid to ensure the rebranding initiative was considered in context of delivering on the new brand promise in every screen, flow and interaction.

A World-Class, Worldwide Team

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stc partnered with frog to ensure their rebranding effort guides the redesign of many in-market products and services—and others still to come.

May 2019

The new design language system is launched across stc’s digital portfolio to reflect the ongoing rebranding effort.

December 2019

The work is awarded Silver in Transform Magazine’s 2020 MEA Transformation Awards, under the category of best rebrand of a digital property.

September 2020

First launched in December 2019, the work went on to be awarded Silver in Transform Magazine’s 2020 MEA Transformation Awards for the category of best rebrand of a digital property. The DLS has been deployed and is currently in-use across the organization, expanding the reach of the design work and guiding other umbrella brands across the extended stc business ecosystem. The mystc app has been received well by customers in the Middle East region, and has permanently raised the standard for digital, self-service telecom experiences.

Fostering Virtual Collaboration for A Global Conference  

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“This virtual conference is the way to go and I think it will ease conferences in the future. After COVID, many of these bigger conferences and workshops will go in this way. People are more attentive, listen more and more engaged. 

When the UNICEF-AstraZeneca Young Health Programme (AZ YHP) Global Planning Meeting could not meet in person due to COVID, we worked together to design a new kind of virtual conference with collaboration, creativity and inclusion at the forefront 

A global conference to launch a youth-led advocacy movement for NCD prevention 
UNICEF works in over 190 countries and territories to save children&#8217;s lives and help them fulfill their potential. In a new partnership with AZ YHP, UNICEF tasked its country-level and regional-level teams with planning a multi-year initiative to prevent non-communicable diseases (NCDs) among young people. To launch this coordinated effort, UNICEF convened country teams, regional teams, partners and young people themselves, to establish the key pillars of this movement, share their activities, spark inspiration and foster collaboration as they begin this 5-year program. The resulting event was a three-day global virtual conference with participation from over 15 countries.
New constraints arise amid pandemic 
The COVID-19 crisis presented unique challenges for this global conference, which was forced to be held virtually. The organizers understood how valuable in-person collaboration had been for past conference goals, so they turned to frog to help co-create an entirely virtual conference using new digital tools, workshop sessions and human-centered design principles. We started by conducting a thorough technology audit to find the right platforms for the global conference. It was imperative that the chosen tools would be able to create a productive, engaging, efficient and memorable gathering across multiple time zones—one that provided the energy and intimacy of an in-person convening. 
 
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<h3>&#8220;frog’s expertise in designing user-centered experiences and products was what we needed to help develop a strategy at the inception of a new partnership, and on top of that to do so amidst the COVID-19 pandemic. We were looking for innovative and creative approaches to support our planning and felt that FROG could provide us with that.”  </h3>
– Joanna Lai, UNICEF NYHQ Adolescent Health Specialist  </blockquote>
 
Designing a new approach to virtual collaboration 
At the onset, we knew that we needed to co-create the event around the key focuses of enabling collaboration and elevating youth voices.  
Additionally, the UNICEF team came to us with three key design principles for the experience: 
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<li data-leveltext="" data-font="Symbol" data-listid="1" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1">Human-centered: We will retain and even improve upon the quality of outcomes expected from the original in-person conference design. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1">Uncompromising: We will prioritize human experiences and connections, and acknowledge that the work itself is centered around improving the lives of humans. </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">Inclusive: We will design so that all voices are heard, engagement is prioritized, and the best thinking of the group is captured in a way that is culturally appropriate across regions.  </li>
</ul>
This global event helped UNICEF, AZ YHP, their partners, and young people share, learn and strengthen relationships. By introducing Miro and Hopin, two new tools for remote workshops and conferencing, the teams were able to connect and collaborate, empowering them to continue pushing the boundaries of  young people’s health and well-being.  
The format of the event was carefully calibrated to consider how we could enable the widest audience to participate at any given time and simulate the best parts of an in-person conference. This meant: 
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<li data-leveltext="" data-font="Symbol" data-listid="2" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1">Programming: In addition to live speakers, conversations and chats, the conference included asynchronous content like videos, polls and Miro boards that allowed participants to access the conversation on their time. </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1">Virtual spaces: To accommodate side conversations and spontaneous interactions, we included unassigned rooms people could enter to talk to each other. </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1">Networking experiences: Conference participants were paired up via video to connect, share and build their network. </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1">A space for breaks and fun: Meditation and dance rooms provided participants the opportunity to process, reenergize and refocus. </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1">Music and visual cues: Just like an in-person conference, these cues signaled transitions and changes in tone and energy. </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" aria-setsize="-1" data-aria-posinset="2" data-aria-level="1">Wayfinding: Virtual signage and human guides assisted people in getting from room to room. </li>
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In addition to designing the spaces and coordinating speakers, frog helped facilitate workshops for the country and regional teams, as well as for external partners and youth leaders.  
From the beginning, the UNICEF team knew the importance of elevating youth voices, so we actively designed ways to empower the Young Leaders by providing them ample stage time, outlets for collaboration, and dedicated time to craft and share their call to action to the group.

UNICEF

The remote conference had both live and asynchronous components, with high interaction during live sessions. 

3 DAYS 

We facilitated working session for UNICEF's Young Health Program partners. 

8 COMPANIES 

Attendees joined from multiple time zones, from Indonesia to Angola, the United Kingdom to Panama. 

15+ COUNTRIES 

The resulting 3-day virtual conference, made up of participants from more than 15 countries, marked the beginning of both a new partnership between UNICEF and AstraZeneca, and a powerful youth-led movement to prevent non-communicable diseases. It also proved that human-centered design can always provide solutions by helping to ask the right questions and understand where true value lies. For UNICEF, it was not just about recreating the event as it had always been, but understanding that the key to success is the ability to collaborate—whether we’re together in one room or connected across continents.

Designing a Next Generation Experience

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“The frog team came with deep experience and knowledge of the media and telco industry, helping us to delight our customers and take our successful pay-TV platform to the next level.”

frog worked with BT to completely redesign BT TV's ecosystem of products, transforming the experience, significantly increasing customer satisfaction ratings and winning numerous industry awards in the process.

Competition within the pay-TV segment in the UK is fierce. Along with a desire to create a world-class TV service, BT made a strategic decision to redesign its TV experience from the ground up, partnering with frog to create something spectacular. Together they would make the BT TV product experience as engaging as the programming itself.

Satisfying Strategy

Research indicated that BT TV engagement amongst customers was low. This led to increased dissatisfaction and a likelihood to turn away from the service. The fresh and inclusive redesign was conceived to appeal to users across BT TV’s base, helping to make interaction with VOD services as instinctive as using traditional TV channels. The result: a cohesive and intuitive experience across devices.

A User-Centered Approach

Following the relaunch of the BT TV service, measures of customer satisfaction improved dramatically. Net Promoter Score (NPS), a key customer loyalty metric, improved by 7 points, seeing an 11% drop in dissatisfied customers and a 7% drop in customers likely to leave BT TV.

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