Service design provided the heart of this Telenor transformation. We took everyone from the Telenor team out of the building and spent weeks among customers. This helped Telenor employees and also the leaders to not just understand but feel their customers' needs and pains.

We designed a customer lifecycle model, focusing on the most crucial painpoints: binding and the limited mobile data. We established the basis of a new relation to Telenor and came out with a revolutionary product called Hello Data which turned out to be an outstanding success.