Mission Critical Communications

Motorola Government and Public Safety engaged Insight to help them understand how to best define the functionality for next-generation TETRA platform radio and telephony devices for police officers and firefighters in The Netherlands, United Kingdom, Germany, Korea and China. Insight conducted a global research study and extracted specific information about what influences communications. At the completion of this program Insight left Motorola with opportunities for new device platforms that took into account the differences that exist between the five countries' safety programs, the differences between police and fire organizations, an assessment of opportunities for each distinct market, preferences for radio device functionality, and decision making processes.

Different Levels of Access

The organizational differences, regulatory environments, and cultural considerations greatly influenced the approaches to data collection. In some cases, Insight was allowed to conduct ride-alongs with police officers and firefighters, which provided an incredible opportunity for the research team to be immersed in the environment. In other cases, the team was only allowed to conduct narrative tours of environments and equipment or interviews with end users and management personnel. Insight’s expansive tool kit of user research methods allowed the team to perform multiple data collection activities in different environments and cultures while ensuring that data was still collected in a rigorous manner.

Understanding Government and Safety in Distinct Markets

Insight developed opportunities for Motorola next generation devices that met the needs of users within the various geographies, but also considered the impact of network infrastructure and the role of alternate methods of transmitting voice and data and the degree to which Motorola devices should complement these other technologies or integrate elements of their functionality into new device platforms. The road map developed from this process is being utilized to guide technology and device development for the next 5-10 years.