Featured Work 05
Telecommunications Customer Strategy
The challenge
What does the communications future look like? This Australian telco wanted to know so that it could be ahead of the curve, offering customers exactly what they needed.
The process
As part of an embedded team, my role was to facilitate ideas generation and to bring to life the future customer experience. I played a key role in designing final artifacts, providing illustrations and layout design.
The outcome
The 6-month program delivered customer personas of the future mapped in 24 future customer scenarios, future customer concepts and user stories, as well as an end to end customer lifecycle map. This set the customer strategy for the organisation resulting in halving their customer complaints.