BILLING JOURNEY
Industry
Telecommunication / Telecom Operator
Client
Leading Multinational Telecom Company
Challenge
How might we
redesign our invoices
in order to
minimize customer complaints?
Methods
Customer Experience Design
Business Design
Design Thinking
Customer Journey Map
Analytical Validation
Experiment Design
Ethnographic Research
Corporate Empathy
In-Project Workshops
• Kick-off and Alignment Workshop
• Customer Journey Design Workshop
• Design Thinking / Ideation Workshop
• Idea Prioritization Workshop
• Experiment Design Workshop
Project In A Nutshell
• Led by the Customer Operations Group
• Stakeholders included
- 2 Business Units,
- 2 IT functions,
- 2 Support Functions
• Ethnographic Research
- 23 1-to-1 Interviews
- 44 Shop Interviews
- 39 Call Center Observations
• Customer Scenarios Developed
• Analytical Validation was done via Customer Systems
• Synthesis
- Insight Cube
- 6 Dimensions
• Customer Journey Design Workshop
- Billing Journey
• Design Thinking / Ideation Workshop
- 50+ participants
- 6 topics from Insight Cube
• Solution Design
- 240 ideas generated
- Top 26 ideas selected to implementation
• Experiment Design
- 6 experiments to validated with real customer
• Invoice Redesigned
• All selected 26 ideas went to live within 6-18 time frame
• All project targets are achieved