Applying Service Design in Telenor Bulgaria’s Digital Transformation Journey

Client Telenor Bulgaria

Client: Telenor Bulgaria

Client brief: Establish an independent in-house service design team to support the digital transformation in Telenor

Approach: Mix service design, design thinking & agile in a layered program consisting of:

  • Introduction workshops
  • Practitioner workshops
  • Project-based coaching on real projects
  • Facilitator workshops

Duration: one year (2016-2017)

Key results: 100 employees successfully trained, 100K in financial savings on the first project, improved delivery cycles

Success factors: Real project topics, support of the initiative from Telenor Global HQ, creating a dedicated space – service design lab for teamwork on design sprints

As part of its global digital transformation, Telenor made a strategic choice to implement service design, design thinking and agile as a key asset across the company. Our proposal included introduction workshops, project-based coaching, train the trainer workshops, awareness sessions and an internal innovation competition. We trained 100 employees and coached а number of projects related to various challenges in the company – new digital distribution channels, mobile platforms for employee services, innovative approaches for entering new sectors and better customer engagement via apps and online services.

The practical nature of our program led to concrete results – substantial financial savings, better customer retention, improved delivery cycles, and a sharper focus on customer experience. We constantly receive 10/10 ratings from participants in internal surveys and very high appraisals from Telenor management.

Here’s what the client says:

The launchlabs team helped us to understand how to apply the new methods in our daily work and how our employees can use its maximum potential. We recommend them to other ambitious companies and organisations that want to deliver better services and to innovate in a practical way.”

Diana Manolova, Customer Centricity Director, Telenor Bulgaria