Telecom Consumer Mental Model

I feel lucky to present a real-life mental model on this site! This diagram is the work of a company named Aliant, a telecom provider in Canada. The team and I created this diagram in 2005. Telecom Consumer Mental Model (228Kb PDF).

Aliant is a telecommunications provider in eastern Canada. At the end of 2004, Aliant leaders put in place an aggressive mandate to find better and more efficient ways to serve their customers. The Web was identified as one of the most effective ways to achieve this high level of customer service and satisfaction.

In early 2005, the energetic and forward-thinking Aliant Web team contracted with Adaptive Path to pursue the goal of an extensive Web redesign of their customer self serve site. Indi Young and Mary Piontkowski conducted research to create user mental models for consumers and for business customers. An internal Aliant team created a map of all the existing and planned content.

Telecom Consumer Mental Model(228Kb PDF)