new experience, based in London, conducted ethnographic research into the router setup experience for leading UK telephone-and-broadband provider TalkTalk, and then developed a user guide based on the research findings. The research involved in-home observation of 20 customers setting up their broadband wireless router. The findings led to a number of key recommendations that are being implemented, including the need to develop a new setup guide. We developed the guide, based on the research findings, to help users develop a clearer model of broadband and wireless, and so support setup and subsequent use. Since its implementation the company has experienced a greater-than 25% drop in customers' propensity to call the company's technical support line representing a major saving in costs.
