Case Study: Major Communications Services Providing Company achieves 19 new service ideas and launches family Wi‑Fi connectivity solutions with Cognizant’s Insight to Code

Insight to Code Reinventing Software for the Digital Economy

In 2017 a leading communications services provider partnered with Cognizant and ReD Associates to better understand how customers use an enhanced home Wi‑Fi router and smart devices. The challenge: customers relied heavily on Internet services but didn’t understand connectivity, struggled to set up and keep using smart devices, and experienced family friction over device use—so the CSP needed a fast, human-centered way to turn these insights into new, usable services.

Using Cognizant’s Insight to Code approach—ethnographic research followed by rapid engineering—the team observed families across several U.S. regions, generated 19 service ideas and moved the most promising into production-ready pilots in short sprints. The client is testing two new services—a router-managed family screen-time rules app and a remote device-connection/troubleshooting service—and is iterating continually to improve adoption and address customers’ needs for easier connectivity and family device management.