Challenge

I work in the Telecommunications industry as a Product Owner handling Broadband products. About 2  years back a new product was launched. Although the product was a unique product with better pricing  and better product life cycle compared with all other Mobile Broadband services customers were not  sticking with the product. Probing calls were made to some of these customers and main concerns  raised was that the pricing is too high and had difficulties of finding the mediums to recharge the  product. As this product is already cheaper and has almost all the digital recharge mediums available  reducing the price was not an option and was at a loss of finding away to keep these customers  engaged. Until I came across Design Thinking.

With the help of Design Thinking I realized that the product can still be made the best product available  but need to better understand the customers with an Open mindset rather than through a closed mind  set and be able to find ways to keep the customers using the product

Selection & Application

As an Island nation the biggest challenge is our Geography, country is split into 3 regions with each  region having a different challenge unique to that specific area. If these challenges can be understood,  these can be used to eliminate the customer pain points and serve the customers better with the same  product.

In order to find the best fit I decided to go with Learning launch as this would help me to test out the  different regions and by selecting an island will be able to test small areas of the regions. With this  approach I will be able to see the unique characteristics of each island and understand better what  works in each island and maybe able to find one unique aspect of the product that appeals to all the  islands in the region or the country as a whole.

A small island will be used for the 1st Learning launch. Will starting with testing how the product is made  aware to these customers and how the customers are educated on the sales channels available in the  area as the biggest driver for customers sticking to the product is the ease at which they can access the  product and its features. Also, will be looking into what competitors are doing in the island as well and  what they are offering.

Insight

With this approach will be able to identify and understand what are the main methods customers are  using to access the product, do recharges, which mediums are most effective in reaching the customers,  what are the features that they don’t like or use and how competition is affecting customer choices.

Approach

With this, the new insight gained will be applied to complete region and see how the market reacts to  the changes. If the changes prove to be effective then we can go about implementing the same for other  regions. The changes will be brought to each region separately and keep monitoring how customers in  each region react to the changes and keep the changes that work and modify the change or remove it  completely if the customers do not like the changes.


Challenge I work in the Telecommunications industry as a Product Owner handling Broadband products . About 2 years back a new product was launched . Although the product was a unique product with better pricing and better product life cycle compared with all other Mobile Broadband services customers were not sticking with the product . Probing calls were made to some of these customers and main concerns raised was that the pricing is too high and had difficulties of finding the mediums to recharge the product . As this product is already cheaper and has almost all the digital recharge mediums available reducing the price was not an option and was at a loss of finding away to keep these customers engaged . Until I came across Design Thinking . With the help of Design Thinking I realized that the product can still be made the best product available but need to better understand the customers with an Open mindset rather than through a closed mind set and be able to find ways to keep the customers using the product Selection & Application As an Island nation the biggest challenge is our Geography , country is split into 3 regions with each region having a different challenge unique to that specific area . If these challenges can be understood , these can be used to eliminate the customer pain points and serve the customers better with the same product . In order to find the best fit I decided to go with Learning launch as this would help me to test out the different regions and by selecting an island will be able to test small areas of the regions . With this approach I will be able to see the unique characteristics of each island and understand better what works in each island and maybe able to find one unique aspect of the product that appeals to all the islands in the region or the country as a whole . A small island will be used for the 1st Learning launch . Will starting with testing how the product is made aware to these customers and how the customers are educated on the sales channels available in the area as the biggest driver for customers sticking to the product is the ease at which they can access the product and its features . Also , will be looking into what competitors are doing in the island as well and what they are offering . Insight With this approach will be able to identify and understand what are the main methods customers are using to access the product , do recharges , which mediums are most effective in reaching the customers , what are the features that they do n’t like or use and how competition is affecting customer choices . Approach With this , the new insight gained will be applied to complete region and see how the market reacts to the changes . If the changes prove to be effective then we can go about implementing the same for other regions . The changes will be brought to each region separately and keep monitoring how customers in each region react to the changes and keep the changes that work and modify the change or remove it completely if the customers do not like the changes .