SlideShare a Scribd company logo
How a telecom provider
worked on new insights?
Joanna	
  Kwiatkowska	
  
§  Voice	
  postpaid	
  
§  Voice	
  pay	
  as	
  you	
  go	
  
§  Voice	
  mix	
  
§  Internet	
  postpaid	
  
§  Internet	
  pay	
  as	
  you	
  go	
  
Customer Journey
2013/2014
Customer	
  Journey	
  
2013	
  
§  CJ	
  for	
  Internet:	
  postpaid	
  and	
  pay	
  as	
  you	
  go	
  
§  Product	
  è	
  service	
  (and	
  process!)	
  
§  Market	
  researchers:	
  Why do you conduct qualitative research?	
  	
  
§  Different	
  interests	
  of	
  business	
  stakeholders	
  
§  Customers	
  –	
  business	
  stakeholders:	
  face-­‐to-­‐face	
  
1st	
  ediLon	
  
7 steps
They are really
there!
Our customers!
1st	
  ediLon	
  
Customer	
  Journey	
  
2013	
  
2nd	
  ediLon	
  
Customer	
  Journey	
  
2014	
  
pay	
  as	
  you	
  go	
  mechanism	
  
Internet Voice Mix
Customer	
  Journey	
  
2014	
  2nd	
  ediLon	
  
‘If something is above
the baseline then there is
no pressure to change it.
There is lack of this
visual effect’.
1 2 3 4 5 6 7
Customer	
  Journey	
  
2014	
  2nd	
  ediLon	
  
‘Oh no, we had to put all those
insights on this path again, when
the most important thing is just
to do something with it!’
short-­‐term	
  implementaLons	
  	
  
for	
  business	
  stakeholders	
  
long-­‐term	
  planning	
  	
  
thinking	
  and	
  planning	
  
UX	
  department	
  
Customer	
  Journey	
  
2014	
  2nd	
  ediLon	
  
Customer	
  Journey	
  
2014	
  2nd	
  ediLon	
  
WANTED
High	
  impact	
  on	
  customers	
  
Low	
  effort	
  for	
  a	
  company	
  
Customer	
  Journey	
  
2014	
  2nd	
  ediLon	
  
Internet
Mix
Voice
Conclusions	
  
There	
  are	
  different	
  ways	
  of	
  using	
  CJ,	
  e.g.:	
  
•  design	
  tool,	
  	
  
•  diagnosis	
  tool:	
  to	
  analyze	
  a	
  current	
  state	
  (e.g.,	
  
to	
  marge	
  business	
  processes),	
  
•  tool	
  to	
  track	
  changes	
  over	
  Lme,	
  
•  tool	
  supporLng	
  long-­‐term	
  and	
  short-­‐term	
  
business	
  direcLons.	
  
CJ @
design
CJ @
business
Challenge	
  
How	
  to	
  communicate/present	
  Customer	
  Journey	
  
if	
  it	
  does	
  not	
  indicate	
  negaLve	
  experiences?	
  

More Related Content

What's hot

Do Some UX On It
Do Some UX On ItDo Some UX On It
Do Some UX On It
Garry Finch
 
Jobs to Be Done Template
Jobs to Be Done TemplateJobs to Be Done Template
Jobs to Be Done Template
Soren Kaplan
 
UX Maturity: The Reality of Performance
UX Maturity: The Reality of Performance UX Maturity: The Reality of Performance
UX Maturity: The Reality of Performance
Nomensa
 
1 Slide Deck - Our Service Model
1 Slide Deck - Our Service Model1 Slide Deck - Our Service Model
1 Slide Deck - Our Service Model
Yume Consulting
 
We are a software house - authors of unusual projects, startup enthusiasts an...
We are a software house - authors of unusual projects, startup enthusiasts an...We are a software house - authors of unusual projects, startup enthusiasts an...
We are a software house - authors of unusual projects, startup enthusiasts an...
Redexperts
 
How to Make Products People Want: The Outcome-Driven Approach To Innovation
How to Make Products People Want: The Outcome-Driven Approach To InnovationHow to Make Products People Want: The Outcome-Driven Approach To Innovation
How to Make Products People Want: The Outcome-Driven Approach To Innovation
Jean-Francois Hector
 
How we do satisfaction surveys
How we do satisfaction surveysHow we do satisfaction surveys
How we do satisfaction surveys
Lefkios Paikousis
 
Designing Delightful Customer Experiences- D4D Approach -USID 2010
Designing Delightful Customer Experiences- D4D Approach -USID 2010Designing Delightful Customer Experiences- D4D Approach -USID 2010
Designing Delightful Customer Experiences- D4D Approach -USID 2010
Texavi Innovative Solutions
 
Business for engineers part 1: Customers and sales
Business for engineers part 1: Customers and salesBusiness for engineers part 1: Customers and sales
Business for engineers part 1: Customers and sales
Jan Isakovic
 
Barriers of Design in Business | Morgenbooster #86
Barriers of Design in Business | Morgenbooster #86Barriers of Design in Business | Morgenbooster #86
Barriers of Design in Business | Morgenbooster #86
1508 A/S
 
Customers' Job To Be Done
Customers' Job To Be DoneCustomers' Job To Be Done
Customers' Job To Be Done
INNODYN
 
Lets talk about user centered design
Lets talk about user centered designLets talk about user centered design
Lets talk about user centered design
Agustín Schelstraete
 
Engineer master solution Pvt. Ltd.
Engineer master solution Pvt. Ltd.Engineer master solution Pvt. Ltd.
Engineer master solution Pvt. Ltd.
Kapil Karda
 
How to Make a Good 1st Impression...with PowerPoint.
How to Make a Good 1st Impression...with PowerPoint.How to Make a Good 1st Impression...with PowerPoint.
How to Make a Good 1st Impression...with PowerPoint.
Jo McRell
 
Jobs To Be Done, what a BA needs to know
Jobs To Be Done, what a BA needs to knowJobs To Be Done, what a BA needs to know
Jobs To Be Done, what a BA needs to know
Prassi Chicarito
 
Npm technologies corporate presentation en
Npm technologies   corporate presentation enNpm technologies   corporate presentation en
Npm technologies corporate presentation en
Mathieu Desmarais
 
Usability & User Experience 101 - #UX101
Usability & User Experience 101 - #UX101Usability & User Experience 101 - #UX101
Usability & User Experience 101 - #UX101
Become Customer-Centric
 
Generating opportunity maps with customer jobs to-be-done
Generating opportunity maps with customer jobs to-be-doneGenerating opportunity maps with customer jobs to-be-done
Generating opportunity maps with customer jobs to-be-done
Hutch Carpenter
 
Agile Fixed Price - XP Days 2015
Agile Fixed Price - XP Days 2015Agile Fixed Price - XP Days 2015
Agile Fixed Price - XP Days 2015
Giulio Roggero
 
English project
English projectEnglish project
English project
DavidMariscal9
 

What's hot (20)

Do Some UX On It
Do Some UX On ItDo Some UX On It
Do Some UX On It
 
Jobs to Be Done Template
Jobs to Be Done TemplateJobs to Be Done Template
Jobs to Be Done Template
 
UX Maturity: The Reality of Performance
UX Maturity: The Reality of Performance UX Maturity: The Reality of Performance
UX Maturity: The Reality of Performance
 
1 Slide Deck - Our Service Model
1 Slide Deck - Our Service Model1 Slide Deck - Our Service Model
1 Slide Deck - Our Service Model
 
We are a software house - authors of unusual projects, startup enthusiasts an...
We are a software house - authors of unusual projects, startup enthusiasts an...We are a software house - authors of unusual projects, startup enthusiasts an...
We are a software house - authors of unusual projects, startup enthusiasts an...
 
How to Make Products People Want: The Outcome-Driven Approach To Innovation
How to Make Products People Want: The Outcome-Driven Approach To InnovationHow to Make Products People Want: The Outcome-Driven Approach To Innovation
How to Make Products People Want: The Outcome-Driven Approach To Innovation
 
How we do satisfaction surveys
How we do satisfaction surveysHow we do satisfaction surveys
How we do satisfaction surveys
 
Designing Delightful Customer Experiences- D4D Approach -USID 2010
Designing Delightful Customer Experiences- D4D Approach -USID 2010Designing Delightful Customer Experiences- D4D Approach -USID 2010
Designing Delightful Customer Experiences- D4D Approach -USID 2010
 
Business for engineers part 1: Customers and sales
Business for engineers part 1: Customers and salesBusiness for engineers part 1: Customers and sales
Business for engineers part 1: Customers and sales
 
Barriers of Design in Business | Morgenbooster #86
Barriers of Design in Business | Morgenbooster #86Barriers of Design in Business | Morgenbooster #86
Barriers of Design in Business | Morgenbooster #86
 
Customers' Job To Be Done
Customers' Job To Be DoneCustomers' Job To Be Done
Customers' Job To Be Done
 
Lets talk about user centered design
Lets talk about user centered designLets talk about user centered design
Lets talk about user centered design
 
Engineer master solution Pvt. Ltd.
Engineer master solution Pvt. Ltd.Engineer master solution Pvt. Ltd.
Engineer master solution Pvt. Ltd.
 
How to Make a Good 1st Impression...with PowerPoint.
How to Make a Good 1st Impression...with PowerPoint.How to Make a Good 1st Impression...with PowerPoint.
How to Make a Good 1st Impression...with PowerPoint.
 
Jobs To Be Done, what a BA needs to know
Jobs To Be Done, what a BA needs to knowJobs To Be Done, what a BA needs to know
Jobs To Be Done, what a BA needs to know
 
Npm technologies corporate presentation en
Npm technologies   corporate presentation enNpm technologies   corporate presentation en
Npm technologies corporate presentation en
 
Usability & User Experience 101 - #UX101
Usability & User Experience 101 - #UX101Usability & User Experience 101 - #UX101
Usability & User Experience 101 - #UX101
 
Generating opportunity maps with customer jobs to-be-done
Generating opportunity maps with customer jobs to-be-doneGenerating opportunity maps with customer jobs to-be-done
Generating opportunity maps with customer jobs to-be-done
 
Agile Fixed Price - XP Days 2015
Agile Fixed Price - XP Days 2015Agile Fixed Price - XP Days 2015
Agile Fixed Price - XP Days 2015
 
English project
English projectEnglish project
English project
 

Similar to How a telecom provider worked on new insights?

UX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkUX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX Work
Lisa Duddington MSc
 
Let Users Drive Product Roadmap - Strategy Meet User Research
Let Users Drive Product Roadmap - Strategy Meet User ResearchLet Users Drive Product Roadmap - Strategy Meet User Research
Let Users Drive Product Roadmap - Strategy Meet User Research
Mrudula Kodali
 
U xas businessdriver.key
U xas businessdriver.keyU xas businessdriver.key
U xas businessdriver.key
Miksu Vaittinen
 
UX Sales Material January 2022
UX Sales Material January 2022UX Sales Material January 2022
UX Sales Material January 2022
CaitlinB3
 
The Odd Couple of UX Design
The Odd Couple of UX DesignThe Odd Couple of UX Design
The Odd Couple of UX Design
Purple, Rock, Scissors
 
Experiment Your Way Out of Recession
Experiment Your Way Out of RecessionExperiment Your Way Out of Recession
Experiment Your Way Out of Recession
VWO
 
Unlocking digital opportunity in Southeast Asia
Unlocking digital opportunity in Southeast AsiaUnlocking digital opportunity in Southeast Asia
Unlocking digital opportunity in Southeast Asia
Puja Pramudya
 
Measuring UX Impact
Measuring UX ImpactMeasuring UX Impact
Measuring UX Impact
Alex Krasny
 
Customer journey mapping and innovation
Customer journey mapping and innovationCustomer journey mapping and innovation
Customer journey mapping and innovation
Livework Studio
 
VIGC Web-to-Print 2015 - Think first, design next.
VIGC Web-to-Print 2015 - Think first, design next.VIGC Web-to-Print 2015 - Think first, design next.
VIGC Web-to-Print 2015 - Think first, design next.
Human Interface Group
 
Create a User Experience Mindset Within Your Organization by Conducting Custo...
Create a User Experience Mindset Within Your Organization by Conducting Custo...Create a User Experience Mindset Within Your Organization by Conducting Custo...
Create a User Experience Mindset Within Your Organization by Conducting Custo...
UXPA International
 
Epsilon Digital Assessment
Epsilon Digital AssessmentEpsilon Digital Assessment
Epsilon Digital Assessment
Chaitrakps
 
Compuware ASEAN APM User Conference 2013 - University of Customer Experience
Compuware ASEAN APM User Conference 2013 - University of Customer ExperienceCompuware ASEAN APM User Conference 2013 - University of Customer Experience
Compuware ASEAN APM User Conference 2013 - University of Customer Experience
Compuware ASEAN
 
How UX Can Drive the Vision of Future Products - Arttu Niskasaari
How UX Can Drive the Vision of Future Products - Arttu NiskasaariHow UX Can Drive the Vision of Future Products - Arttu Niskasaari
How UX Can Drive the Vision of Future Products - Arttu Niskasaari
UXPA International
 
Boosting Conversion Within Digital Journeys | Standard Bank Shyft & inQuba
Boosting Conversion Within Digital Journeys | Standard Bank Shyft & inQubaBoosting Conversion Within Digital Journeys | Standard Bank Shyft & inQuba
Boosting Conversion Within Digital Journeys | Standard Bank Shyft & inQuba
Antony Adelaar
 
Digital First 2015 - Great User Experience, an essential part of your digital...
Digital First 2015 - Great User Experience, an essential part of your digital...Digital First 2015 - Great User Experience, an essential part of your digital...
Digital First 2015 - Great User Experience, an essential part of your digital...
Human Interface Group
 
Applying lean ux in designing enterprise software from ground up
Applying lean ux in designing enterprise software from ground upApplying lean ux in designing enterprise software from ground up
Applying lean ux in designing enterprise software from ground up
Kok Chiann
 
Mappointer. Locator Widget
Mappointer. Locator WidgetMappointer. Locator Widget
Mappointer. Locator Widget
Irik Henry Mosilily
 
Ux Research & Marketing - an odd couple
Ux Research & Marketing - an odd coupleUx Research & Marketing - an odd couple
Ux Research & Marketing - an odd couple
Bjoern Stockleben
 
Let’s Look Under the Hood: A Deep Dive into Mobile For Workforce
Let’s Look Under the Hood: A Deep Dive into Mobile For WorkforceLet’s Look Under the Hood: A Deep Dive into Mobile For Workforce
Let’s Look Under the Hood: A Deep Dive into Mobile For Workforce
gjhassin
 

Similar to How a telecom provider worked on new insights? (20)

UX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkUX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX Work
 
Let Users Drive Product Roadmap - Strategy Meet User Research
Let Users Drive Product Roadmap - Strategy Meet User ResearchLet Users Drive Product Roadmap - Strategy Meet User Research
Let Users Drive Product Roadmap - Strategy Meet User Research
 
U xas businessdriver.key
U xas businessdriver.keyU xas businessdriver.key
U xas businessdriver.key
 
UX Sales Material January 2022
UX Sales Material January 2022UX Sales Material January 2022
UX Sales Material January 2022
 
The Odd Couple of UX Design
The Odd Couple of UX DesignThe Odd Couple of UX Design
The Odd Couple of UX Design
 
Experiment Your Way Out of Recession
Experiment Your Way Out of RecessionExperiment Your Way Out of Recession
Experiment Your Way Out of Recession
 
Unlocking digital opportunity in Southeast Asia
Unlocking digital opportunity in Southeast AsiaUnlocking digital opportunity in Southeast Asia
Unlocking digital opportunity in Southeast Asia
 
Measuring UX Impact
Measuring UX ImpactMeasuring UX Impact
Measuring UX Impact
 
Customer journey mapping and innovation
Customer journey mapping and innovationCustomer journey mapping and innovation
Customer journey mapping and innovation
 
VIGC Web-to-Print 2015 - Think first, design next.
VIGC Web-to-Print 2015 - Think first, design next.VIGC Web-to-Print 2015 - Think first, design next.
VIGC Web-to-Print 2015 - Think first, design next.
 
Create a User Experience Mindset Within Your Organization by Conducting Custo...
Create a User Experience Mindset Within Your Organization by Conducting Custo...Create a User Experience Mindset Within Your Organization by Conducting Custo...
Create a User Experience Mindset Within Your Organization by Conducting Custo...
 
Epsilon Digital Assessment
Epsilon Digital AssessmentEpsilon Digital Assessment
Epsilon Digital Assessment
 
Compuware ASEAN APM User Conference 2013 - University of Customer Experience
Compuware ASEAN APM User Conference 2013 - University of Customer ExperienceCompuware ASEAN APM User Conference 2013 - University of Customer Experience
Compuware ASEAN APM User Conference 2013 - University of Customer Experience
 
How UX Can Drive the Vision of Future Products - Arttu Niskasaari
How UX Can Drive the Vision of Future Products - Arttu NiskasaariHow UX Can Drive the Vision of Future Products - Arttu Niskasaari
How UX Can Drive the Vision of Future Products - Arttu Niskasaari
 
Boosting Conversion Within Digital Journeys | Standard Bank Shyft & inQuba
Boosting Conversion Within Digital Journeys | Standard Bank Shyft & inQubaBoosting Conversion Within Digital Journeys | Standard Bank Shyft & inQuba
Boosting Conversion Within Digital Journeys | Standard Bank Shyft & inQuba
 
Digital First 2015 - Great User Experience, an essential part of your digital...
Digital First 2015 - Great User Experience, an essential part of your digital...Digital First 2015 - Great User Experience, an essential part of your digital...
Digital First 2015 - Great User Experience, an essential part of your digital...
 
Applying lean ux in designing enterprise software from ground up
Applying lean ux in designing enterprise software from ground upApplying lean ux in designing enterprise software from ground up
Applying lean ux in designing enterprise software from ground up
 
Mappointer. Locator Widget
Mappointer. Locator WidgetMappointer. Locator Widget
Mappointer. Locator Widget
 
Ux Research & Marketing - an odd couple
Ux Research & Marketing - an odd coupleUx Research & Marketing - an odd couple
Ux Research & Marketing - an odd couple
 
Let’s Look Under the Hood: A Deep Dive into Mobile For Workforce
Let’s Look Under the Hood: A Deep Dive into Mobile For WorkforceLet’s Look Under the Hood: A Deep Dive into Mobile For Workforce
Let’s Look Under the Hood: A Deep Dive into Mobile For Workforce
 

More from Joanna Rutkowska

Generative Design Research
Generative Design ResearchGenerative Design Research
Generative Design Research
Joanna Rutkowska
 
SPECJALIŚCI USER EXPERIENCE 2015
SPECJALIŚCI USER EXPERIENCE 2015SPECJALIŚCI USER EXPERIENCE 2015
SPECJALIŚCI USER EXPERIENCE 2015
Joanna Rutkowska
 
Recycling wiedzy z kopalni insightów Play
Recycling wiedzy z kopalni insightów PlayRecycling wiedzy z kopalni insightów Play
Recycling wiedzy z kopalni insightów Play
Joanna Rutkowska
 
(Un)structured sources of inspiration
(Un)structured sources of inspiration (Un)structured sources of inspiration
(Un)structured sources of inspiration
Joanna Rutkowska
 
Design artefacts as Service Design Concepts A case study from a telecommunica...
Design artefacts as Service Design Concepts A case study from a telecommunica...Design artefacts as Service Design Concepts A case study from a telecommunica...
Design artefacts as Service Design Concepts A case study from a telecommunica...
Joanna Rutkowska
 
Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...
Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...
Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...
Joanna Rutkowska
 
Klienci mówią, operator słucha, czyli o badaniu dzienniczkowym w Play
Klienci mówią, operator słucha, czyli o badaniu dzienniczkowym w PlayKlienci mówią, operator słucha, czyli o badaniu dzienniczkowym w Play
Klienci mówią, operator słucha, czyli o badaniu dzienniczkowym w Play
Joanna Rutkowska
 
The needs of early school children and their parents with respect to the desi...
The needs of early school children and their parents with respect to the desi...The needs of early school children and their parents with respect to the desi...
The needs of early school children and their parents with respect to the desi...
Joanna Rutkowska
 

More from Joanna Rutkowska (8)

Generative Design Research
Generative Design ResearchGenerative Design Research
Generative Design Research
 
SPECJALIŚCI USER EXPERIENCE 2015
SPECJALIŚCI USER EXPERIENCE 2015SPECJALIŚCI USER EXPERIENCE 2015
SPECJALIŚCI USER EXPERIENCE 2015
 
Recycling wiedzy z kopalni insightów Play
Recycling wiedzy z kopalni insightów PlayRecycling wiedzy z kopalni insightów Play
Recycling wiedzy z kopalni insightów Play
 
(Un)structured sources of inspiration
(Un)structured sources of inspiration (Un)structured sources of inspiration
(Un)structured sources of inspiration
 
Design artefacts as Service Design Concepts A case study from a telecommunica...
Design artefacts as Service Design Concepts A case study from a telecommunica...Design artefacts as Service Design Concepts A case study from a telecommunica...
Design artefacts as Service Design Concepts A case study from a telecommunica...
 
Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...
Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...
Przewodnik tworzenia person, czyli komunikacja potrzeb użytkowników w procesi...
 
Klienci mówią, operator słucha, czyli o badaniu dzienniczkowym w Play
Klienci mówią, operator słucha, czyli o badaniu dzienniczkowym w PlayKlienci mówią, operator słucha, czyli o badaniu dzienniczkowym w Play
Klienci mówią, operator słucha, czyli o badaniu dzienniczkowym w Play
 
The needs of early school children and their parents with respect to the desi...
The needs of early school children and their parents with respect to the desi...The needs of early school children and their parents with respect to the desi...
The needs of early school children and their parents with respect to the desi...
 

Recently uploaded

一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理
一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理
一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理
10h6bbc4
 
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
bz42w9z0
 
Intel-Centrino-Mobile-Technology-guidelines
Intel-Centrino-Mobile-Technology-guidelinesIntel-Centrino-Mobile-Technology-guidelines
Intel-Centrino-Mobile-Technology-guidelines
EricHo305923
 
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
kohd1ci2
 
一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理
一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理
一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理
xnhwr8v
 
My Fashion PPT is my presentation on fashion and Trendss
My Fashion PPT is my presentation on fashion and TrendssMy Fashion PPT is my presentation on fashion and Trendss
My Fashion PPT is my presentation on fashion and Trendss
MedhaRana1
 
一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理
一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理
一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理
oabn3692
 
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
67n7f53
 
一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理
一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理
一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理
k4krdgxx
 
Update 33 models(General Diode ) in SPICE PARK(JUN2024)
Update 33 models(General Diode ) in SPICE PARK(JUN2024)Update 33 models(General Diode ) in SPICE PARK(JUN2024)
Update 33 models(General Diode ) in SPICE PARK(JUN2024)
Tsuyoshi Horigome
 
一比一原版英国伦敦大学毕业证(London学位证)如何办理
一比一原版英国伦敦大学毕业证(London学位证)如何办理一比一原版英国伦敦大学毕业证(London学位证)如何办理
一比一原版英国伦敦大学毕业证(London学位证)如何办理
k4krdgxx
 
一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理
一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理
一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理
sf3cfttw
 
一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理
一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理
一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理
02tygie
 
欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】
欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】
欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】
batchelorerbm45967
 
Value based approach to heritae conservation -.docx
Value based approach to heritae conservation -.docxValue based approach to heritae conservation -.docx
Value based approach to heritae conservation -.docx
JIT KUMAR GUPTA
 
Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...
Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...
Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...
yesp58846
 
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
zv943dhb
 
AR 232 - TRENDS IN SOLID WASTE MANAGEMENT
AR 232 - TRENDS IN SOLID WASTE MANAGEMENTAR 232 - TRENDS IN SOLID WASTE MANAGEMENT
AR 232 - TRENDS IN SOLID WASTE MANAGEMENT
mpramos8
 
一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理
一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理
一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理
zv943dhb
 
欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】
欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】
欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】
bljeremy734
 

Recently uploaded (20)

一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理
一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理
一比一原版澳洲莫纳什大学毕业证(Monash学位证)如何办理
 
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
 
Intel-Centrino-Mobile-Technology-guidelines
Intel-Centrino-Mobile-Technology-guidelinesIntel-Centrino-Mobile-Technology-guidelines
Intel-Centrino-Mobile-Technology-guidelines
 
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
 
一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理
一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理
一比一原版(falmouth毕业证书)法尔茅斯大学毕业证如何办理
 
My Fashion PPT is my presentation on fashion and Trendss
My Fashion PPT is my presentation on fashion and TrendssMy Fashion PPT is my presentation on fashion and Trendss
My Fashion PPT is my presentation on fashion and Trendss
 
一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理
一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理
一比一原版(Rice毕业证)美国莱斯大学毕业证如何办理
 
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
 
一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理
一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理
一比一原版英国伦敦政治经济学院毕业证(LSE学位证)如何办理
 
Update 33 models(General Diode ) in SPICE PARK(JUN2024)
Update 33 models(General Diode ) in SPICE PARK(JUN2024)Update 33 models(General Diode ) in SPICE PARK(JUN2024)
Update 33 models(General Diode ) in SPICE PARK(JUN2024)
 
一比一原版英国伦敦大学毕业证(London学位证)如何办理
一比一原版英国伦敦大学毕业证(London学位证)如何办理一比一原版英国伦敦大学毕业证(London学位证)如何办理
一比一原版英国伦敦大学毕业证(London学位证)如何办理
 
一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理
一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理
一比一原版美国明尼苏达大学双城分校毕业证(UMTC学位证)如何办理
 
一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理
一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理
一比一原版美国加州大学欧文分校毕业证(UCI学位证)如何办理
 
欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】
欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】
欧洲杯足彩-欧洲杯足彩买球软件-欧洲杯足彩买球软件下载|【​网址​🎉ac123.net🎉​】
 
Value based approach to heritae conservation -.docx
Value based approach to heritae conservation -.docxValue based approach to heritae conservation -.docx
Value based approach to heritae conservation -.docx
 
Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...
Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...
Connaught Place Call Girls 📞 9711199171 ❤️ Full enjoy at your Door Step Avail...
 
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
 
AR 232 - TRENDS IN SOLID WASTE MANAGEMENT
AR 232 - TRENDS IN SOLID WASTE MANAGEMENTAR 232 - TRENDS IN SOLID WASTE MANAGEMENT
AR 232 - TRENDS IN SOLID WASTE MANAGEMENT
 
一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理
一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理
一比一原版(UCB毕业证)英国伯明翰大学学院毕业证如何办理
 
欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】
欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】
欧洲杯足彩-欧洲杯足彩比赛投注-欧洲杯足彩比赛投注官网|【​网址​🎉ac10.net🎉​】
 

How a telecom provider worked on new insights?

  • 1. How a telecom provider worked on new insights? Joanna  Kwiatkowska  
  • 2. §  Voice  postpaid   §  Voice  pay  as  you  go   §  Voice  mix   §  Internet  postpaid   §  Internet  pay  as  you  go   Customer Journey 2013/2014
  • 3. Customer  Journey   2013   §  CJ  for  Internet:  postpaid  and  pay  as  you  go   §  Product  è  service  (and  process!)   §  Market  researchers:  Why do you conduct qualitative research?     §  Different  interests  of  business  stakeholders   §  Customers  –  business  stakeholders:  face-­‐to-­‐face   1st  ediLon   7 steps They are really there! Our customers!
  • 4. 1st  ediLon   Customer  Journey   2013  
  • 5. 2nd  ediLon   Customer  Journey   2014   pay  as  you  go  mechanism   Internet Voice Mix
  • 6. Customer  Journey   2014  2nd  ediLon   ‘If something is above the baseline then there is no pressure to change it. There is lack of this visual effect’. 1 2 3 4 5 6 7
  • 7. Customer  Journey   2014  2nd  ediLon   ‘Oh no, we had to put all those insights on this path again, when the most important thing is just to do something with it!’ short-­‐term  implementaLons     for  business  stakeholders   long-­‐term  planning     thinking  and  planning   UX  department  
  • 8. Customer  Journey   2014  2nd  ediLon  
  • 9. Customer  Journey   2014  2nd  ediLon   WANTED High  impact  on  customers   Low  effort  for  a  company  
  • 10. Customer  Journey   2014  2nd  ediLon   Internet Mix Voice
  • 11. Conclusions   There  are  different  ways  of  using  CJ,  e.g.:   •  design  tool,     •  diagnosis  tool:  to  analyze  a  current  state  (e.g.,   to  marge  business  processes),   •  tool  to  track  changes  over  Lme,   •  tool  supporLng  long-­‐term  and  short-­‐term   business  direcLons.   CJ @ design CJ @ business
  • 12. Challenge   How  to  communicate/present  Customer  Journey   if  it  does  not  indicate  negaLve  experiences?