during a two-week-long exploring, we went out with the Telenor transformation team to map out the customer reality. We've visited our clients from small businesses to big enterprises to understand their experiences and relations with Telenor. After the research, we synthesized all the insights and learnings and visualized the B2B division on a big blueprint, highlighting the connections between customer pains and internal process issues.

Together with the board, we selected one stage of the journey as a start of the reconstruction, and two teams, one with a long-term redesign and one with a quick fix focus started working on it.