At Hexatronic, innovation is at the heart of everything we do. Our dedicated R&D team constantly pushes the boundaries, developing fiber optic solutions to progress the telecom industry. Guided by our core values—Inventive, Responsible, and Open—we strive to exceed customer expectations with every product we create. We turn challenges into opportunities by embracing customer collaboration and creativity, delivering innovative products like the new Viper Ease Micro Cable.
The role of customer feedback
Customer feedback plays a crucial role in developing fiber optic solutions. This is particularly true in major FTTH projects, where a smooth roll-out can save time and ultimately give a lower total cost of ownership (TCO) for the network. It provides direct insights into the real-world challenges and needs of the fiber technicians, ensuring that the products we develop are innovative but also practical and user-friendly. For the new generation of Viper Micro Cable, Product Developer Tove Sjödin and Head of Product Management Elisabeth Bäcklund collaborated closely to run a thorough pre-study with ethnographical design principles in mind, trying to understand the user's needs by observing and engaging.
Collecting insights
In this pre-study, 50 fiber technicians from Nordic countries joined our project team in Hudiksvall, Sweden. The process of collecting customer feedback involved detailed interviews with the fiber technicians and mapping the user journey. The technicians were asked to share their experiences and challenges at each stage of handling our product—from the drum throughout the installation process to disposal. This hands-on feedback was invaluable as it provided a clear picture of any practical issues faced in the field. For example, some installers pointed out difficulties with yarn tangling and the time-consuming nature of cleaning gel-filled tubes. While the consensus was that the products were generally smooth to work with, the team noticed there was still room for improvement.
Field Support: our ear to the ground
Another vital source of customer input is Hexatronic Field Support. This dedicated team is always ready to assist our customers when they need expert advice the most—during the installation process in the field. Field Support offers tips and practical assistance at work sites worldwide, including demonstrations of our solutions, technical support, and best practices. By working side-by-side with customers, the Field Support team continuously gathers valuable insights grounded in real-life experiences.
Product development driven by customer insights
Armed with these insights, our R&D team was able to focus on making targeted improvements to our fiber optic cables. The feedback led to the development of several features, such as tangle-free yarn for easy stripping, gel-free loose tubes to avoid cleaning, and improved color markings on fibers and tubes for quick identification. These changes not only made the installation process smoother but also significantly reduced preparation time by 50-70%. The collaboration between our team and the fiber technicians exemplifies how small adjustments, informed by customer feedback, can have a large impact. By listening to the technicians' experiences, we were able to innovate and create a new generation of Viper Micro Cable that truly meets our customers' needs.
Despite Viper Ease's added benefits, it was important to keep the Viper series' original advantages. Hexatronic Viper is the premium choice for customers who value the lowest total cost of ownership (TCO). A new design should not trade off the appreciated benefits. Viper Ease has the same installation performance as the previous generation of Viper, same mechanical performance, and the same outstanding temperature performance with a range from -45 to +70 °C.
New products, new processes
New product development also leads to new process development. For the creation of the new generation of Viper, Hexatronic needed to rethink the production process and invest in new machinery. Product and Process Developer Jonas Ekstedt, explains: For the new Viper Micro Cable, we needed to produce thinner tubes, so we went to Finland to test the new equipment. We then set up a new line at the factory in Hudiksvall. Another new process is adding yarn inside the fiber tubes to retain the water block. During the project, different yarn materials were tested to find the best match.
Thanks to the fiber technicians
Hexatronic is truly thankful to the technicians who participated in the pre-study and shared their experiences. Their feedback was instrumental in driving the innovation that led to the creation of Viper Ease Micro Cable. This collaboration underscores our commitment to customer-centric product development and continuous improvement.
Hexatronic's long heritage in the Nordic market and our tradition of a customer-centric approach with Hexatronic Field Support have been winning factors in this process. Our deep-rooted understanding of the market and close relationships with our customers enable us to develop fiber solutions that truly meet their needs. By continuously listening to and collaborating with our customers, we ensure that our products, like the new Viper Ease, are not only innovative but also practical and effective in real-world applications.
Discover the next generation micro cables
Learn more about our latest innovation and what benefits it brings during the installation process. Do you want to break a record too?
