NATSENSCrowd-sourced user experience

How does business understand user experience

today?

Network reports

User experience todayPrimarily from third party sources with less flexibility

May 11, 2015

1

Customer feedback

2

Third party3

Source Description

Periodic network quality monitor Periodic drive tests

Customer complaints and contact Sales and distribution team

Market research QoS reports from services

Reports on network quality provided to carrier by infrastructure providers

Regular drive tests to evaluate the quality along with accompanying reports

Customers reach out to carriers regularly for issues, queries, and feedback across touch points

Market feedback provided by retailers and distributors to sales and distribution team

Independent market research conducted by third party with a selected sample set

Third party QoS reports from customer focused one size fits all services like ookla

Challenges in understanding user experience

May 11, 2015

Major challenges

• Time consuming

• Limited data set

• Difficult to derive proper insights in case of massive 3rd party data

• Expensive when third party is involved

• Subjective depending on incentives

How do Internet companies do it

• Single most powerful and effective way

“Rely on crowd sourced data”

How NATSENS helps business understand user experience for tomorrow?

User experience tomorrowMove away from dependence towards self-reliance

May 11, 2015

Crowd sourced periodic independent data collection Unlimited data set for action based insights

Targeted marketing and sales campaigns

Time to take more control Leading to

Access to wide array of user experience and quality parameters

Detailed insights into user experience, behavior, and quality

Customised operator centric solution depending on market need

Priority access to strength areas and weak areas (validate existing hypothesis, complement existing data/studies)

Option to report customer problems real-time Easier, better, and transparent communication to

customers on experience and quality Single most powerful feedback from customer

complaints

Our proposal – A customized app

May 11, 2015

NATSENS

Captures

Provides

Results in

Mobile Network information, device information, coverage and quality information, data network information, dual SIM information

Provides insights on progress, cluster behavior, longitudinal analysis, cross-sectional analysis, and real-time experience/issues

Better control over user experience, easier communication to customers, option for reporting issues, advance notice on impending issues

NATSENSProduct details

Web snapshot – zoomed out view from live data

Carrier selection

Mode selection

May 11, 2015

Web snapshot – zoomed in view from live data

Bearer type classification

May 11, 2015

Location search

How does it look – sample screenshot

Bearer type classification

Carrier selection

Mode selection

App branding space(Mobile only)

May 11, 2015

How does it look – Sample screenshot

QoS legend

Demo will have only web access for results display

Web view will be the same except for the top band for menu

Map overlay will be as is

Phase II will carry results display on app

May 11, 2015

Customer issue reporting

Sample set. Can be changed to include top 5 issues Type of coverage at

the time of issue

App branding space(Mobile only)

May 11, 2015

NATSENSHow can business put data to use?

Coverage - basics

No coverage2.1%

Bad7.3%

Reasonable 41.2%

Good49.4%

Coverage

Total cells: 2, 230 1,132

287

1,094

261

0

200

400

600

800

1,000

1,200

Good coverage Bad coverage

Horizontal movement

Prev. mth Curr. Mth

May 11, 2015

Interference issue

78

65

55

60

65

70

75

80

Prev. month Curr. Month

Potential Interference issue

Quality issue

RSSI > -85 dBm

RXQUAL > 4

This indicates a good coverage level with probable bad downlink quality

* Applicable only for 2G voice quality

May 11, 2015

Data network quality - basics

Snail (<100 Kbps)37%

Slow (< 512 Kbps)26%

Acceptable (< 1 Mbps)

21%

Good (< 3 Mbps)13%

Lightning (> 3 Mbps)3%

Speed

Total cells: 1, 842

1,132

287

1,094

261

0

200

400

600

800

1,000

1,200

Good and above Snail speeds

Horizontal movement

Prev. mth Curr. Mth

May 11, 2015

Top areas for complaintsTop 5

clu

sters

voic

e c

om

pla

ints

Cluster 1

Cluster 2

Cluster 3

Cluster 4

Cluster 5

Top 5

clu

sters

for data

com

pla

ints

Cluster 1

Cluster 2

Cluster 3

Cluster 4

Cluster 5

Total number of call complaints received/ Total number of cells in cluster

Total number of Internet complaints received/Total number of cells in cluster

May 11, 2015

Device profile

Samsung31%

Micromax26%

Moto G16%

Karbon13%

Others14%

Speed

May 11, 2015

Cluster 1 device mix

Coverage & Data

Cells having good coverage or quality / Total number of cells in cluster

Cells having bad coverage or quality/Total number of cells in cluster

May 11, 2015

Top 5

clu

sters

voic

e c

om

pla

ints

Cluster 1

Cluster 2

Cluster 3

Cluster 4

Cluster 5

Top 5

clu

sters

for data

com

pla

ints

Cluster 1

Cluster 2

Cluster 3

Cluster 4

Cluster 5

Throughput vs quality and consistency

May 11, 2015

Quality and consistency

instantaneous throughput Delay

Average throughput = 3.5 Mbps

Peak throughput = 6.8 Mbps

Min throughput = 0.64 Mbps

Quality = Min speed/maximum = 9.4%

Peak delay = 49.3 ms, VoIP call may not sustain

BW consistency = Avg. tput/capacity *100 = 48.6%

Actual experience – Real time data

May 11, 2015

0

500

1000

1500

2000

2500

3000

0.0

0.9

1.5

2.2

2.8

3.1

3.8

4.1

4.4

5.0

5.3

5.6

6.0

6.3

7.0

7.3

7.6

8.2

8.8

9.2

9.5

9.8

10

.4

10

.8

11

.1

11

.4

11

.7

12

.0

12

.3

13

.2

13

.2

13

.8

14

.1

14

.4

14

.8

15

.4

15

.7

16

.0

16

.3

16

.6

16

.9

17

.2

17

.6

17

.8

18

.1

18

.5

18

.7

19

.0

20

.4

27

.6

28

.6

Time between application data

Test time (sec)

A dealy of 2.6 seconds • a Skype call may not

sustain • Video streamers will

experience buffering and slow speed

NATSENS captures radio conditions, device and other data at this time to understand whether the issue is within operator network or outside

Data network analysis – Issue siteCell id 22248, HSUPA+, tput 878 Kbps, location x

May 11, 2015

0

100

200

300

400

500

600

700

800

900

0.00

0.20

0.40

0.60

0.80

1.00

1.20

Quality and consistency

instantaneous throughput Delay

Average throughput = 878 kbps

Peak throughput = 956 kbps

Peak delay = 800 ms, VoIP call may not sustain

Quality = Min speed/maximum = 66.9%

BW consistency = Avg. tput/capacity *100 = 8.9%

Min throughput = 587 Kbps

Smaller packet sizes with lower delay - potential transport/backhaul bottleneck

Coverage

32

16

48

23

0

10

20

30

40

50

60

Bad coverage Good coverage

Potential coverage issue

Zero neighbour One neighbour

126

436

81

624

0

100

200

300

400

500

600

700

Bad coverage Good coverage

Opportunity cells

3 neighbour 4 or more neighbour

May 11, 2015

NATSENSStatus of implementation

Readiness

May 11, 2015

NATSENS

App

Web

Backend data

Android app ready with automatic network quality capture, and user initiated data network quality assessment. Periodic capture and configurable parameters for capture and transmission of data

Interface ready to display captured information on web with network type, carrier selection options. Backend complete data set is also available. Admin module development based on custom requirements

Customisable data capture and extraction. Facilitation of search, analytics, archiving, hosting available on amazon cloud

Talk to us

Research Center

Hexolabs Interactive Tech Pvt. Ltd.Technology Business IncubatorFirst Floor, Student Amenities CenterUniversity of Madras, Guindy CampusChennai 600025IndiaPhone: +91 44 22202876

sales@hexolabs.com

Registered Address

Hexolabs Interactive Tech Pvt. Ltd. #19, 2nd Main roadOfficer’s colony, AdambakkamChennai 600088IndiaMobile: +91 9789073134

Sales Office

Hexolabs Media & Tech Pvt. Ltd. 560/1, First floor, Dayanand ColonyNew Railway RoadGurgaon 122002, India