Tele2
Year
2022
Industry
Telecom
Role
Research, strategy, design, engineering
Stages
Find, shape, cut, launch
-14%
Support calls
-4%
Churn
+1.9
App store rating
A nugget of insight is found through research. Four personas came out of it, and they set the range the product had to cover.
Sara, 32
A busy lawyer who needs her connectivity to simply work, without thinking about it.
Jon, 24
A young professional and early adopter. Owns several devices and always wants the latest one.
Vaidotas, 57
A retired teacher after an affordable plan to stay in touch. Limited data needs, prefers a simple phone.
Kali, 38
Runs a household of four and needs a family plan. Parental controls and family safety matter most.
Customer journey map
Business goal: a big merger
While executing, we merged the online properties of the biggest mobile and landline internet providers during the acquisition of ComHem by Tele2.
The future product is shaped in close collaboration with the client. Together with stakeholders and the team we co-created the prototype of the initial solution during a three day design sprint.
Low fidelity
Facets polished to shine bright. The product is ready to go live.
Activity
A northern light colour reflects whether there is sufficient data, based on the prediction model.
Device
Full device control over settings and instalments, with multiple add-ons to choose from.
Connectivity hub
Connect any property in one click, whether it is a summer house, a car or a boat.
Settings
No need to call support any more. Most of the reasons people called are now there for them to manage.
Key milestones
User testing
Facilitation
Strategy
Vision
Value based roadmap
Prototype
Design principles
Design
Engineering
Architecture
Backlog
Team management
Full cycle
Final user test
Strategic insights shown here are skewed for presentation purposes, and results may differ from the client’s official stance.