How would you define the success of Optus's home internet plans?

Introduction

Defining the success of Optus's home internet plans requires a comprehensive approach that considers multiple stakeholders and metrics. To address this product success metrics challenge effectively, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Optus's home internet plans are a core offering in the Australian telecommunications market, providing broadband connectivity to residential customers. These plans typically include various speed tiers, data allowances, and optional add-ons like entertainment packages or home phone services.

Key stakeholders include:

• Customers: Seeking reliable, fast internet at competitive prices
• Optus: Aiming to grow market share and revenue in the home broadband sector
• Regulators: Ensuring fair competition and consumer protection
• Content providers: Relying on robust internet infrastructure for service delivery

User flow:

1. Research: Customers compare plans online or in-store
2. Selection: Choose a plan based on speed, data, and price
3. Activation: Order placement, installation (if needed), and account setup
4. Usage: Daily internet consumption for work, entertainment, etc.
5. Support: Accessing customer service for issues or upgrades

Optus's home internet plans are crucial to its strategy of being a full-service telco provider, competing directly with Telstra and TPG/Vodafone. The product is in a mature lifecycle stage but continues to evolve with technology advancements like 5G home internet.

Software considerations:

• Integration with Optus's customer management and billing systems
• Self-service portals for account management and support
• Network management tools for performance monitoring and optimization