The Digital Navigation Toolkit initiative is a collaborative effort between Kaptivate and the Fiber Broadband Association (FBA) to improve the subscriber onboarding experience for ISPs and ensure customers get the most value out of adopting fiber broadband internet.
Overview
The goal is to equip ISPs with practical, scalable tools that help newly connected subscribers gain confidence online, understand how to use their fiber broadband service, and build digital skills. The toolkit is designed to be flexible, low-cost to deploy, and easy for technicians—the first trusted, in-home touchpoint—to integrate into their workflow.
Solution
Kaptivate created a technician-led, persona-informed model that combines clear talking points, leave-behind materials, and digital resources to support new subscribers well beyond installation.
User Testing
Feedback-driven refinements from usability testing with multiple FBA member ISPs, ensuring real-world applicability and industry alignment.
Quick-Glance Guides & Checklists
Clear and accessible leave-behind quick guides with essential tips for making the most out of a fiber broadband connection.
Curated Web Content
Additional digital content for customers to answer questions and access additional information.
Instructional Videos
A suite of videos that provide technicians with the talking points and information they need to deploy and localize toolkit assets.
