Verisure is the leading European provider of monitored security systems,
protecting 5.7 million families and small businesses across 17 countries.

The 2G Sunset project was launched in response to the inevitable shutdown of 2G and 3G networks, which affects 700,000 Verisure customers relying on 2G connectivity.

The challenge for the design team was to create a DIY process that allows customers to replace their Central Unit easily—despite Verisure systems not being typically intended for DIY. Sweden and Norway were prioritized due to the highest number of affected customers.

The objective was to study the existing professional installation process and transform that know-how into a solution suitable for end users. The design efforts led to several outcomes:

• In-house workshops to align on the current as-is experience.
• Internal sessions to develop an end-to-end Service Blueprint.
• User testing with real customers using a prototype of the replacement process to uncover pain points and opportunities.
• Design and launch of a replacement flow within the Verisure App.
• Creation of new packaging tailored for DIY, including intuitive in-box tools
  and guidance.

For the customer experience, the project delivered:

1. A user-centered experience rooted in extensive research and service
   design.
2. An experience taking various age groups into account.
3. A premium DIY solution from a traditionally non-DIY brand.
4. Design activities that lead to small but impactful improvements that together fundamentally enhanced the overall experience.

For the business, design activities lead to the following impact:

1. Reduced load on call centers, freeing up time and resources.
2. Lower operational costs.
3. Improved sustainability through fewer technician visits.
4. Reduced dependency on professional installers.
5. A scalable solution adaptable to other markets and needs.

Customer feedback from pilots in Sweden and Norway shows the following impact:

• A 94% success rate with an ease-of-use score of 6.4/7.
• An outstanding NPS of 75, reflecting high satisfaction and likelihood to recommend.
• 93% found the guides and instructions helpful.
• 80% were satisfied with the length of the replacement process.