I am a member of my Telecom organization’s in the contact center side, my/our challenge is to  improve the sales and service fulfilment and reduce the churn . This Telecom player has introduced  lots of channel to fulfil the services but none of them are working in the favour of customer retention.  The project scope includes the Contact center, online marketing department, Digital Channels and  IT department, with whom we work closely. The project should not exceed 100 business days and  the solution should include innovative and uncover what consider to be ineffective or problematic

Visualisation is the tool I selected in this scenario . I started the process with internal research  which can combined by market standards etc. And then went into a 2 days workshop.  For the  activity, I will divide the stakeholders into groups of 5-6 participants each representing a different  organization or area of interest. Each group receives a poster-size that they can write on directly,  or use sticky notes to make comments. I give them two-three questions to answer, such as: 1)  What key elements are missing from the customer experience to be achieved? 2) What would you  change about the customer experience to make it more accurately reflect your problem space? 3)  What key insights do you have about the relationships between the customer and Systems in your  problem space? I give them approximately 20 minutes to discuss the questions and mark up the  space. Then I have each group report out on their answers to those three questions while pointing  to the mark-ups on their poster. As each group reports out, I record commonalities in the insights  of each group, and then additional insights that come from the group discussion on an additional  copy of the presentation. After the session, I digitize each group’s poster as an artifact, create a  view that combines the shared and new insights from the group discussion, and then create a  revised graphic that incorporates their feedback and proposed changes that they agreed to as a  group.

We thought through anticipated results, expecting to find that a more agile approach would improve  our inputs received, and that both our team and the key stakeholders would be fairly open to the  new prioritization of tasks and process. Our actual results were slightly different from what we  anticipated: while our team was open to the prioritization of tasks and process, the key  stakeholders in the larger marketing department and IT department expressed some concerns.  Moving forward, our team will review this insight and incorporate it into future launch designs. The  ongoing incorporation of insight is particularly important at this stage, as launches come before a  full rollout in the design thinking timeline.

As previously mentioned, our team needs to review the insight gained from our first two launches  and incorporate this insight into future launch designs. Future launch designs should reflect insight  gained, progress made, and come closer to a compelling solution ready for full rollout


I am a member of my Telecom organization ’s in the contact center side , my / our challenge is to improve the sales and service fulfilment and reduce the churn . This Telecom player has introduced lots of channel to fulfil the services but none of them are working in the favour of customer retention . The project scope includes the Contact center , online marketing department , Digital Channels and IT department , with whom we work closely . The project should not exceed 100 business days and the solution should include innovative and uncover what consider to be ineffective or problematic Visualisation is the tool I selected in this scenario . I started the process with internal research which can combined by market standards etc . And then went into a 2 days workshop . For the activity , I will divide the stakeholders into groups of 5 - 6 participants each representing a different organization or area of interest . Each group receives a poster - size that they can write on directly , or use sticky notes to make comments . I give them two - three questions to answer , such as : 1 ) What key elements are missing from the customer experience to be achieved ? 2 ) What would you change about the customer experience to make it more accurately reflect your problem space ? 3 ) What key insights do you have about the relationships between the customer and Systems in your problem space ? I give them approximately 20 minutes to discuss the questions and mark up the space . Then I have each group report out on their answers to those three questions while pointing to the mark - ups on their poster . As each group reports out , I record commonalities in the insights of each group , and then additional insights that come from the group discussion on an additional copy of the presentation . After the session , I digitize each group ’s poster as an artifact , create a view that combines the shared and new insights from the group discussion , and then create a revised graphic that incorporates their feedback and proposed changes that they agreed to as a group . We thought through anticipated results , expecting to find that a more agile approach would improve our inputs received , and that both our team and the key stakeholders would be fairly open to the new prioritization of tasks and process . Our actual results were slightly different from what we anticipated : while our team was open to the prioritization of tasks and process , the key stakeholders in the larger marketing department and IT department expressed some concerns . Moving forward , our team will review this insight and incorporate it into future launch designs . The ongoing incorporation of insight is particularly important at this stage , as launches come before a full rollout in the design thinking timeline . As previously mentioned , our team needs to review the insight gained from our first two launches and incorporate this insight into future launch designs . Future launch designs should reflect insight gained , progress made , and come closer to a compelling solution ready for full rollout