🏢 Hungarian Telekom (T-Mobile) serves millions of customers with integrated TV, phone, internet and mobile services.
⚡ Digital bill payment adoption at T-Mobile was below expectations, while stores suffered from low-value transactions, like physical bill payments.
💡 To tackle the complexity of a large organization, like T-Mobile we designed a participative design process. Participants from 20 departments worked together for a year to develop solutions to the challenge. Team members took part in:
- guided ethnographic research,
- ideation and concepting workshops,
- prototyping and testing rounds,
- designed and evaluated pilot projects
- and led the implementation of the new or improved services.
✌️The solutions improved adoption at key points of customer journeys reducing costs by 1 million dollars annually:
- In-store evangelists approached customers while they were waiting in line at the stores, and had them try online payment on their own devices
- Bill notification emails went out for all customers, with a no-password link to online bill payment
- Under banked customers were migrated out of stores to pay their bills at newspaper kiosks and post offices.
💰Value I brought to the project:
- Familiarity with service design tools and ethos
- Experience in workshop design and facilitation
- Tech and UX background
- Business experience as a Product Manager
- International network of service designers
💙 Many of the client-side team members became advocates for design thinking inside T-Mobile, and this tribe of ours brought many more exciting projects later on.
👥 Working as a lead service designer at Isobar Budapest’s Service Design and Innovation team