M2M Certified’s offering
We ran a series of remote service design workshops with M2M Certified to map their technology offering and integrate the right tools that would support their business processes and address their client’s needs.
The project included
• Service Design • Customer Experience • Design Sprints
M2M Solutions faced a complex challenge. IoT is shrouded in mystery and misinformation, painting a daunting picture of complexity which has one of two effects on the public. Some avoid getting involved altogether, while others take a DIY approach, running into costly roadblocks down the road due to their enthusiasm mixed with a lack of experience when it comes to regulations and certification requirements.
Our end-goal was always to learn more about what M2M customers know about IoT, understand and map their needs, and streamline the internal business operations.
We ran a service design workshop with M2M Certified to gain a working knowledge of their business, their workflow, and map their service-offering.
With a clear understanding of M2M Certified’s business, we met with their clients and learned more about their experiences, mapper their journeys, and identified their needs.
M2M’s customer insights revealed that the existing offering was too complicated. Through several design sprints, we helped M2M categorize their product offering into two simple groups. One for clients developing a new IoT product, and one for clients who already had a solution in the market, who now needed to optimize their operation. We also recommended some technologies to help M2M automate certain processes to streamline their operation.
The new service offering resonated with clients and partners, attracting 7x more traffic to their website, and attracting the attention of AT&T, who has since appointed M2M Certified as an Accredited IoT Solutions Provider, enabling them to service the IoT businesses across North America.