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Oleg Koss design thinking breaking silos
This document profiles Oleg Koss, an engineer and MBA with 10 years of experience in telecommunications who is currently the CX team leader at Kyivstar, the leading mobile operator in Ukraine. It provides details on Kyivstar's market position and key metrics like its 26 million mobile customers and monthly churn of around 2%. The remainder of the document outlines Oleg's approach to fixing poor customer experiences, which involves preparation, forming a cross-functional team, introducing the problem, diverging and converging on insights and solutions, prototyping, piloting, and measuring key performance indicators.
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Oleg Koss design thinking breaking silos
- 2. © Kyivstar, 2016| 2 Me – Oleg Koss • Engineer in telecommunications & MBA • 10 years of telecom experience • Worked in Sales, Marketing and New product development • Fixed & mobile operators, leaders and challengers • СX team leader in Kyivstar since Dec 2014 • I love people
- 3. © Kyivstar, 2016| 3 Kyivstar • Market leader (subs, revenue, NPS) • Part of VimpelCom group • 26M mobile and 0,8M fixed customers • 90% prepaid • ARPU mobile ~$1,8USD • NPS mobile 29% • Monthly churn ~2%
- 4. Fix poor experience Customercentricity New product launch Key journeys re-design
- 5. This is ambiguousprocess!
- 6. • Visit frontline •Interview stakeholders • Collect the team Preparation
- 7. • Cross-functional • Differentlevels • Good listeners • Can speak up • Facilitator(!) The team
- 8.
- 9. • Voice ofbusiness? – businesses! • Voice of customer? • What is the problem? • Why-why-why-why-why? • What is known and what is not? • How does it work now? • Frames? Introduce the problem
- 10.
- 11. • Facts • Hypothesis •Questions • Benchmarks • Paradox (!) • Plan of research My beloved problem
- 12. • …observe! • Usualand unusual(!) • Analogies • Surprises • Life stories • What does not exist Looking for inspiration
- 14. Map the journey: •Main steps • Barriers • Emotions Now when I know...
- 16. • Tap theinspiration source • Brainstorm – build on ideas • Quantity matters • Do not mind limits; remember the limits • Choose the best • Shape them • Throw away the rest Diverge - Converge
- 17. • NO perfection! –Customer journey – Storyboards – Sketches – Dialogues Prototype
- 20.
- 21. • CSI, CES,NPS • Take-up rate, % • Retention rate, % • Re-migration rate, % • % of digital transaction K P I
- 22. Introduction 1-4 weeks Research 2-8 weeks Prototyping 1-6weeks Pilots 1-6 weeks Each stage is crucial!