Roaming Journey:

Challenge:

I am working as a customer experience manager in a telecomunication firm and I am responsible for  improving the customer’s experince in roaming. To maked the customer feel satisfied in their  journey, we provide many opportunities by giving them special offers and free application data but  unfourtanetly the customers think that those are so limited and imcompotent. The company which I  work for, has many departments and all the departments have different goals so the products can be  driven not too sufficient for customers. Especially the roaming journey experience is very sensitive  point for customers’ life because thet feel alone in another country. They need special solutions fort  their communication in the roaming.

So the challenge can be described as “feeling alone in roaming”. The main reasons are obviou. Such  as packages are expensive and they refuse to use phone for communication. Although they prefer to  use another operatör for roaming because this is more cheaper than their own operatör.

To solve this problem and make them satisfied in their journey, we make a Project anc in this Project  there are many workers in diffent departments. We came together and talked about the method  which we used to produce something well for the customer.

Team contains developers, product managers, customer experience managers, project managers and  we started to use design thinking methodology to produce something new for the customers  journey.

We didn’t face to face any challange because of misunderstandings because DT allows us to say  antyhing and decide together with the team. In order to compete with the competitors, the point is   understanding the same problem with  brainstorming and getting the best solution for the Project.

Selection:

I selectect Mind mapping tool for this challange. To make the Roaming journey problems more  definable in diffent ways and I looked patterns with my team, we tried to get insights from the  interviews and we used empathy as a key point of the Project. We tried to understand every step of  their journey. With mind mapping we organized the information we gathered and decided  innovations we need.

Application:

I start the process by giving papers and pens to all ones in my team. Cause we have some documents  and analysis abount roaming customers and the needs, the analyzed data gives us the main persona  which we have to focus on and if we solve the problem of this persone we can touch the big volume  of the roaming customers. We combined all the analysises together and started group them,  understand the main persona.

After we decide persona, we started 2nd step in the desing thinking Project. We try to understand  the main suffers fort hem by writing all the sceneria in little papers and stick them to the Wall then  we put sign for the ones which we likes. In the third step we diverge and converge for possible ideas.

Finally we produce a page which includes choice of package, the timezone follow or anything they  need in roaming and we designed it in Digital Operator application and when the customers try to  use this area in their trip or before their trip they found everything they needed. We understood that  the solution ise successful.

Insights and Approach:

This exercise with group members is necessary to understand the problem. It is easy to  find the right  solution. Creativity is the main point for producing outputs. And this methodology provides make  one think more creative. We also creates a comfortable area for customers and using the tools like  prototyping and experimentation and visualizing provide us a new way of reflection, in order to be an  innovative thinker in business. I’ve learned from design thinking that empathy is the key of creating  something new and the only methodology to do so is Design Thinking.


Roaming Journey : Challenge : I am working as a customer experience manager in a telecomunication firm and I am responsible for improving the customer ’s experince in roaming . To maked the customer feel satisfied in their journey , we provide many opportunities by giving them special offers and free application data but unfourtanetly the customers think that those are so limited and imcompotent . The company which I work for , has many departments and all the departments have different goals so the products can be driven not too sufficient for customers . Especially the roaming journey experience is very sensitive point for customers ’ life because thet feel alone in another country . They need special solutions fort their communication in the roaming . So the challenge can be described as “ feeling alone in roaming ” . The main reasons are obviou . Such as packages are expensive and they refuse to use phone for communication . Although they prefer to use another operatör for roaming because this is more cheaper than their own operatör . To solve this problem and make them satisfied in their journey , we make a Project anc in this Project there are many workers in diffent departments . We came together and talked about the method which we used to produce something well for the customer . Team contains developers , product managers , customer experience managers , project managers and we started to use design thinking methodology to produce something new for the customers journey . We did n’t face to face any challange because of misunderstandings because DT allows us to say antyhing and decide together with the team . In order to compete with the competitors , the point is understanding the same problem with brainstorming and getting the best solution for the Project . Selection : I selectect Mind mapping tool for this challange . To make the Roaming journey problems more definable in diffent ways and I looked patterns with my team , we tried to get insights from the interviews and we used empathy as a key point of the Project . We tried to understand every step of their journey . With mind mapping we organized the information we gathered and decided innovations we need . Application : I start the process by giving papers and pens to all ones in my team . Cause we have some documents and analysis abount roaming customers and the needs , the analyzed data gives us the main persona which we have to focus on and if we solve the problem of this persone we can touch the big volume of the roaming customers . We combined all the analysises together and started group them , understand the main persona . After we decide persona , we started 2nd step in the desing thinking Project . We try to understand the main suffers fort hem by writing all the sceneria in little papers and stick them to the Wall then we put sign for the ones which we likes . In the third step we diverge and converge for possible ideas . Finally we produce a page which includes choice of package , the timezone follow or anything they need in roaming and we designed it in Digital Operator application and when the customers try to use this area in their trip or before their trip they found everything they needed . We understood that the solution ise successful . Insights and Approach : This exercise with group members is necessary to understand the problem . It is easy to find the right solution . Creativity is the main point for producing outputs . And this methodology provides make one think more creative . We also creates a comfortable area for customers and using the tools like prototyping and experimentation and visualizing provide us a new way of reflection , in order to be an innovative thinker in business . I ’ve learned from design thinking that empathy is the key of creating something new and the only methodology to do so is Design Thinking .