Teaching a telecommunication giant to drive growth through customer-centric innovation
As the economic climate became increasingly challenging, this telecommunications leader was under pressure to optimize resources and seek new avenues for growth. Their goals were clear: minimize the risk of product failures, foster collaboration among all stakeholders, efficiently identify new markets for existing products, enhance the customer experience of their offerings, develop reusable components for customer journeys, deepen their understanding of customer behavior & needs.
The transformation strategy was focused on empowering the organization from within. This approach involved: developing Design Thinking and Lean Product Innovation playbooks, providing a mentorship approach where skills such as workshop facilitation, customer interviewing, survey design, and Design Sprints were demonstrated, followed by observing team members using those skills while providing coaching and feedback. A team, once dedicated to project delivery, evolved into leaders in Design Thinking and Lean Product Innovation who enabled the scaling of these methods and techniques organization-wide. Furthermore, the team used these methods to improve their existing delivery operating models by a factor of 50%, reducing its duration from 4-6 weeks to 2 weeks while ensuring they build what customers truly desire thereby driving intended business results.