Moving telecom services for SMB customers
Reimagine in the near term how business customers move their telecommunication services from one business location to another. This work was done to develop an understanding and a vision for the end-to-end journey for moving services for business customers with the backdrop of an enterprise journey unification effort.
Industry: Telecommunications
Type: B2B
Project Type: Optimization
Horizon line: Near-term
Teaming: 2 Service designers leading and doing the work while bringing client partner along.
Role: Service Designer
Key activities
Conducted stakeholder interviews to learn about the current state of moving services.
Conducted in-person generative research to learn about their experience pre-move expectations, the move, coordination, installation and set-up, follow-up, and through their first bill.
Meeting customers in context
Ecosystem mapping (with customers)
Mapping individual experiences (with customers)
Journey analysis
Insight synthesis
Develop a current-state experience map
Facilitated a cross-functional Opportunity workshop. Leveraged generative research to pinpoint near-term opportunities to improve the journey of moving services.
Facilitated a cross-functional team generating near-term concepts to improve the experience
Facilitated near-term service blueprinting to capture the ideal experience and show how systemic changes on the frontline and behind the scenes can impact the moving experience.
Identified "do-now" capability-like modules recommended to be built in the near term to enable the ideal moving experience.
Developed storyboards for the near-term experience detailing what is new and what the outcomes of the recommendations are.
Key artifacts/deliverables
Experience map
Research insights
Near-term service recommendations
Near-term storyboard
Near-term blueprints