We’re working with KPN to identify opportunities for improving customer experience, in this case for the customer journey of moving house.
Marketing, operations and customer care teams were involved to build on existing insights and expertise, in order to develop a holistic understanding of the current service proces and identify opportunities.
Key customer needs were formulated from the insights and we involved customers to validate these needs, assess importance and co-create concept solutions.
Service scenarios were designed from validated concepts and impact estimated by scoring both customer and business value. Effort was defined and categorised as running or new initiative.
We mapped all prioritised concept scenarios on a holistic (TO BE) customer journey and refined each scenario with quantified impact and dedicated ownership in order to be used for sprint execution.
This project was a first in a series and we’re now standardising this way of working so it can be repeated for the other key customer journeys at KPN. To achieve this we’re teaming up with KPN-internal service designers so this work is not outsourced to us but executed as a join team which we consider crucial for succes.