A completely digital SIM card, a completely digital customer journey, a crucial purchase, and activation flow – it would be an understatement to say that the collaboration between inUse and Telenor is a success.
The challenge was to introduce a completely digital SIM card – eSIM – for the Galaxy Watch and other smartwatches. And to create a completely digital customer journey for obtaining this service. Consumers shouldn’t need to go to a store or get a letter in the mail. As a smartwatch user, it would mean being able to use phone services in the smartwatch without bringing a phone.
inUse assisted and developed the completely digital customer journey, from the service design level down to the pixel level. This iterative effort involved extremely close interaction with Telenor. inUse also created the crucial purchase and activation flow for the service.
The result – a success
Telenor is the first company in Sweden to offer an eSIM for the Galaxy Watch. The service also works for the vast majority of other smartwatches that support eSIMs. Telenor is also the first to introduce a completely digital customer journey for purchasing, downloading, and activating one’s eSIM.
“Connected smartwatches change your behavior for the better. You can leave your phone at home when you exercise or pay at the checkout counter, and in the event of an accident, you can easily make an emergency call with the watch,” says Torsten Sandbäck, User Experience Strategist & Service Designer at inUse.
“The users we’ve talked to find their smartwatches to be both safe and easy to use and can no longer imagine life without them.” In addition to eSIMs for smartwatches, inUse has helped Telenor with eSIM-supported phones. This will allow customers to change from a normal, plastic SIM card to an eSIM.