Towards a more customer centric telecom industry
by Fredrik Bergfalk och Erik Widmark
Our client is one of the leading providers of Information and Communication Technology ;-), with about 40% of the world’s mobile traffic carried through their networks. Even though the technology is mind-blowingly advanced, with engineering excellence and a quest for easy, this company is determined to develop solutions that are not only game changing but also intuitive and easy to use. This company has already implemented agile as a methodology and is now interested in starting to use design thinking as a way to bring in the customers into the development work.
Expedition Mondial teamed up with Designit to support this telecom provider to create a more customer centric development approach in order to bridge the gap between the customers needs and context and the engineers actual development. This in order to make sure that they are not only prioritizing the right problems in their back logs but also solving them in the right way.  

The year long collaboration has resulted in developing and incorporating a customer centric process, tailored to the organizations unique prerequisites. The work has included co-creating the process together with the clients team, piloting it with real customers and refining the process according to our learnings. A main goal of the project has been to scale the customer centric way of working within the organisation, thus making more of an impact. So great emphasis has been on training the organization in the mindset and tools as well as connecting the customer centric module to the existing development process.