FiberFlow: Revolutionizing Optical Network Installations with Infinera

Embark on a journey into the intricacies of optical fiber installation with this master thesis work, shedding light on the collaborative efforts with Infinera. From requirements analysis and user studies to prototyping, development, and real-world verification, this study navigates the multifaceted process of enhancing optical network installation.

Introduction

In the landscape of global communications, Infinera, a prominent American company specializing in long-haul transmissions, made strategic strides in 2015 with the acquisition of Transmode AB, a Swedish communication entity. This alliance birthed a focused arm in Stockholm, honing in on metro hauls — connections on land where long-haul transmissions culminate. This case study unfolds against this backdrop, delving into the collaborative efforts of Infinera and Transmode AB, exploring the intricacies of metro haul implementations, particularly in the deployment of fiber optical network equipment.

Problem Definition

The installation process of fiber optic network equipment lacks a structured, user-centered perspective. This deficiency necessitates a critical examination of the existing procedure and its subsequent redesign with user-centric design principles. The overarching goal is to enhance the efficiency of technicians and establish a holistic service framework for the entire workflow.

Aim and Research Question

The primary aim of this project is to meticulously analyze the installation process of optical fibers, scrutinizing it through the lens of user-centered design principles. By bridging the gap between key departments within the company, the analysis aims to glean insights from the daily activities of field technicians. Key research questions include understanding the day-to-day activities of field technicians, strategies to make the process more user-centered, and avenues for improving technicians’ work lives.

Project Goals

The project articulates several objectives:
1. Deliver insights from Professional Services regarding the daily work of field technicians.
2. Analyze the integration of a user-centered approach into the installation process.
3. Identify obstacles influencing the installation process.
4. Develop concepts for field technicians using a service design perspective.

Limitations and Constraints

Several factors affected the project flow, including conflicts in site deployments and delays in project timelines. Implementation work in Germany and Switzerland, along with the inherent complexity of electrical engineering and IT aspects, posed additional challenges. Nevertheless, these hurdles were addressed through strategic site visits and intensive training sessions.

Methodology

This project employed user-centered methods with a service design perspective, structured around two iterative loops. The first loop focused on extensive customer interactions, gathering insights, and ideation, while the second loop narrowed the focus, refining and conceptualizing selected ideas. Initial preparation involved gaining a profound understanding of the company, its products, and fiber optics through training videos, stakeholder meetings, and relevant readings. The subsequent loops led to the finalization and discussion of concepts.

Learning Phase and Loop 1

Commencing with a learning phase, the project unfolded through two iterative loops, guided by internal scopes and research questions. The initial interviews had a learning curve, but as the process matured, both parties adapted. Service design methods, particularly customer journey maps, a day in life, and shadowing, proved most effective in Loop 1. Technicians initially grappled with the service design perspective, but with proper explanation, engagement flourished. The most challenging aspect was mastering the basics of fiber optic networks.

Stakeholders Workshop

A pivotal stakeholders workshop surfaced identified problems, revealing interdepartmental communication gaps as the root cause. Defining project sizes emerged as a crucial need, preventing conflicts between sales and service departments. The absence of a seamless handover led to data discrepancies, emphasizing the necessity of a common platform. A web app concept emerged as a competitive solution, offering remote usability and facilitating document access for all stakeholders.

Further Development and Web Applications

Due to thesis constraints, focus narrowed, and the revelation of an impending integrated system solved some identified problems. Web applications emerged as a solution concept, aligning with the project’s objectives. This choice supported user-centered processes, keeping users engaged in defining solutions. The mobility and user-focused nature of the web application concept aligned with the project’s initial goals.

Conclusion and Future Steps

This project exemplifies the versatility of service design methods in any customer-centric service domain, revealing hidden issues and efficient solutions. The involvement of users underscores the intentional design of positive experiences. The finalization of the project leaves further application development in the hands of Infinera. The next steps involve prototyping the software application, testing its functionality with users, and refining features based on feedback.

Work Procedure

The project’s initiation involved extensive time with the company and the supervisor, fostering a deep understanding of the selected domain and fiber optics. Initially planning for three loops, the project adapted to the realities of project availability and timing, condensing into two loops. Collaborative efforts with Infinera personnel allowed for a comprehensive examination of the installation process and pre-installation challenges, offering valuable insights for the project’s progression.

Final Result

The culmination of the project, shaped by invaluable input from field technicians, underscores the significance of user collaboration. Interviews with technicians proved instrumental in gathering insights into their daily routines and fieldwork, with the application of service design and user-centered principles forming the project’s bedrock.