How might we design modular network products and services, so that we can deliver a more connected and cohesive customer experience?
Using “what’s on your radar” activity to guide interactive customer and partner interviews. The purpose was to explore key business outcomes, capabilities and enablers required to resolve mid-market and enterprise customer pains and achieve their desired gains. I lead a fabulous team of 6, including designers & product marketers, to f short, sharp 1:1 interviews in the middle of an exhibition centre. Over 3 jam packed days, we spoke with 56 customers and 27 partners, to map out their vision of the future. A lot of pre-planning, tactical customer incentives (free lego!) and some smart-synthesis, culminated in one very comprehensive report. The outcomes were presented to our executive leadership team, highlighting how to bring the 2022 strategy to life through our prioritised customer needs. This piece of work informed the FY20 focus and key projects for the integrated product team, a highlight of which was the creation of a new enterprise strategic pillar to deliver on our customer insights.
Lizzie Bott 