Service Design

Future of TV experience workshop

Designed and facilitated a workshop for a group of Customer Experience Directors from 7 countries
ROLE
Lead Service Design Consultant

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People management
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Project scoping
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Project planning
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Stakeholder management
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Design management
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Writing proposals
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Research design
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Participative research
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Field research
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Workshop design
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Workshop facilitation
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Prototyping and testing
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Implementation support
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Presenting and documenting work
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EMPLOYER
As a solo consultant in partnership with
Isobar Budapest

Isobar is 6,500 people in 85 locations across 45 markets globally, united as one. Our mission is to transform businesses, brands and people's lives with the creative use of digital.

Client
Deutsche Telekom (T-Mobile)

Deutsche Telekom (T-Mobile’s parent company) is Europe’s leading telecommunications provider with 73,1 billion euros in revenue, 50 national companies and 60 million customers.

Challenge

Deutsche Telekom approached us to advise them in the delivery of workshop about the future of their TV offerings, with Customer Experience Directors participating from the national companies.

People

I co-designed and co-facilitated the workshop with DT’s innovation team.

Process
  • We followed a base-journey approach, where we first mapped a journey based on the core value proposition, and later marked the parts specific for various customer segments.
  • We relied on the participants’ expertise as customer advocates, as there was no budget for research.

Results

The workshop served as an inspiration for a follow-up large scale project.

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How I did in this project?

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