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Experientia has been commissioned by Deutsche Telekom to conduct multiple research activities aimed at envisioning opportunities for new products and services development with diverse time horizons.
3 things to know
Improve Deutsche Telekom customer’s home experience
Expand upon the range of Deutsche Telekom clients and reshape its existing customer home business.
Multi-horizon innovation strategy
Identify new business opportunities both for incremental innovation and as opportunities around future needs and trends.
Design best practice guideline for CX research
Involve internal stakeholders and share project outcomes as a strategic roadmap for innovation research at Deutsche Telekom.
Gallery
Context
Since home consumer behaviors and needs change over time influenced by various factors such as technological advancements, economic conditions, cultural trends, and individual preferences it is important to keep and a human-centered approach in order to understand if we are addressing the evolving needs and expectations and understanding how to improve existing experiences and design new ones also in the long term.
Challenge
Identify customer experience strategy that evolves home consumer business opportunities and improves customer experience.
Research
Experientia has started by conducting stakeholder interviews and hypothesis workshop to define research directions and align with Deutsche Telekom stakeholders. Social media listening activity has coupled with a market and trend research to understand macro phenomenon and identify weak signals, emerging practices and major trends that may have local impact. Expert interviews have been conducted to understand their perspective of the changing customer needs, while in-home customer and lead user interviews helped to understand users behavior and observe emerging behaviors respectively.
Design
Impact
Experientia created 10 innovative concept value propositions that include added value for current CX, products, service and future products and services experiences.
for improving customer experience to successfully defend/reshape business efforts and increase footprint in the homes and minds of Deutsche Telekom customers.
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