Service Design

Gamified sales incentives

Digital transformation of bill payments across physical and digital channels
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
Hungarian Telekom (T-Mobile)

Hungary's leading telecommunications company providing integrated TV, landline, internet and mobile services with more than 10,000 employees to its 5+ million customers

Challenge

T-Mobile introduced single sign-on for its self-care mobile app, but in-store activations were below expectations.

Results
”That’s what I love in Isobar Budapest, they deliver out-of-the-box solutions that actually work.”
Peter Gricser, Retail Management Director, Magyar Telekom

A new gamification-based incentive system reached wide adoption among the sales representatives, and proved to be an effective new leg in our client’s incentive system.


80+ stores managers testing the prototype of the new incentive system
Process

Together with the client’s project team we solved the problem in four steps:

  1. Explored the problem from both the sales representatives’ and the customers’ perspective through contextual inquiries and workshops.
  2. Created a new gamification based incentive program targeted for educational goals.
  3. Tested the new inventive system at an 80 person workshop, where store managers could experience the new incentive system as a game. Their input was important both as important stakeholders, and as gatekeepers to sales representatives.
  4. Supported the implementation of the digital platform supporting the new program, and the organizational changes needed to introduce it. Some of the KPIs were measured by us using surveys and interviews.
Personal contribution
  • I contributed to the development of the mechanics of the gamification based incentive system.
  • Facilitated at the 80 person workshop as part of a 4 person team.

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How I did in this project?

Francis was an integral part of the Service design and Innovation team at Isobar Budapest, where we have worked together, and he was my favorite neighbor at our desk. He has deep understanding of both service an UX design, with great personal skills for bringing the user-centered perspective to the decision makers' table. He is eager to share his knowledge and keen on learning from others. He has a bright, open and balanced personality that has always put an ease on our work even when we were under pressure. I think every work place needs a colleague like him.

Judit Boros
Judit Boros
Service Designer, Isobar Budapest

When we worked together I liked that he was always able to show another angle, a new perspective challenging and improving what we were working on. He was always open for feedback and reflection, and he was really managing his professional progression. He is a multifunctional interaction designer and transformation consultant who is ready to learn incredibly fast and act as a service designer, UX designer, researcher or facilitator.

László Ágoston
László Ágoston
Lead Service Designer, Isobar Budapest
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