Meet the customer day for T‑Mobile's directors

Off-site to explore gaps between brand promises and customer experience
ROLE
Lead Service Design Consultant

People management
Project scoping
Project planning
Stakeholder management
Design management
Writing proposals
Research design
Participative research
Field research
Workshop design
Workshop facilitation
Prototyping and testing
Presenting and documenting work
Implementation support
EMPLOYER
As a solo consultant in partnership with

Isobar is 6,500 people in 85 locations across 45 markets globally, united as one. Our mission is to transform businesses, brands and people's lives with the creative use of digital.

Client

Hungary's leading telecommunications company providing integrated TV, landline, internet and mobile services with more than 10,000 employees to its 5+ million customers

Challenge

T-Mobile in the process of redefining its brand, was keen to explore how far it is from their customers’ day-to-day experience.

Process

We organized a one day off-site, where T-Mobile’s directors took part in field research, video screenings and interviews. 
In the afternoon in groups they mapped their insights, customer pain points, and opportunities they had discovered.

Results

During a final plenary session the participating directors formed action committees to close promise-experience gaps.
 The project’s insights were channeled into the wider brand development project.

Personal contribution

Value I brought to the project:

  • My previous service design projects with the client were a rich source of customer pain points to explore.
  • I conducted some of the guerrilla research, which were screened during the event.
  • I facilitated a team of directors throughout the day. Accompanying and coaching them during the field research sessions and facilitating the group synthesis workshops.

How I did in this project?

When we worked together I liked that he was always able to show another angle, a new perspective challenging and improving what we were working on. He was always open for feedback and reflection, and he was really managing his professional progression. He is a multifunctional interaction designer and transformation consultant who is ready to learn incredibly fast and act as a service designer, UX designer, researcher or facilitator.

László Ágoston
Lead Service Designer, Isobar Budapest

Francis was an integral part of the Service design and Innovation team at Isobar Budapest, where we have worked together, and he was my favorite neighbor at our desk. He has deep understanding of both service an UX design, with great personal skills for bringing the user-centered perspective to the decision makers' table. He is eager to share his knowledge and keen on learning from others. He has a bright, open and balanced personality that has always put an ease on our work even when we were under pressure. I think every work place needs a colleague like him.

Judit Boros
Service Designer, Isobar Budapest

Working with Francis is double the fun. First he is a real professional caring every little detail paying maximum attention. Second as a kind person it is always fun to be around with him.

Zoltan Havasi
Head of Strategic Planning