🏢 Deutsche Telekom (DT, T-Mobile’s parent co.) is Europe’s leading telecommunications provider (73,1 billion euros in revenue, 50 national companies, 60, customers)
⚡ Deutsche Telekom set out to design an * omnichannel customer care experience* for a new upmarket offering launched in 7 countries across Europe.
💡 The project team consisted of representatives from DT and the directors of customer experience of the participating 7 countries.
- We designed a remote service design process with in-person workshops at key points of the process.
- An initial scoping workshop mapped the customer journey stages and the areas of improvement (installation, first use, billing, cc, in-store experience).
- Remote research conducted by our team collected the best practices from the participating countries.
- We assembled a unified ideal customer journey from the best practices.
- We prepared a cookbook of practices to aid the national companies to implement the unified customer journey.
- New experimental solutions were prototyped and evaluated at different countries.
✌️ The new premium care journey increased customer satisfaction by 22%.
💰 Value I brought to the project:
- The ability to design and lead service design projects
- Consulting experience in large organizations
- Design research and prototyping expertise
💙 My first take at leading an international service design project. Key takeaway: meeting in-person is so much more effective than remote collaboration, when it comes to strategic decision making.
👥 Working as a lead service designer at Isobar Budapest’s Service Design and Innovation team