TLDR
- Role — Lead facilitator & Service Design Lead
- Date — March 2024
- Brief — Help e& International & e& Afghanistan team to align on proposition for e& Afghanistan selfcare app and explore new service offering
- Outcome —
- Shared understanding of users, their needs and proposed future journeys
- Alignment on proposed features for e& Afghanistan app
- Hypotheses to test with prototype
- Informed direction for prototype of e& Afghanistan app
- Informed direction for Roadmap of e& Afghanistan app’s future
- Triggered further discoveries testing new service propositions
Challenge
Since the regime change in Afghanistan, there were a lot of businesses and services that shut down. As a result, there was a gap in the market for some industries such as food and transport. e& Afghanistan saw an opportunity to go beyond offering telecom services in their app, however they needed direction and alignment on what services they could provide in the future.
What we did
Over a space of 3.5 days, I lead the team, in a a series of online workshops, through a tailored design thinking sprint.
We identified key behavioural traits from selfcare apps users and used it to co-create personas.
We identified the pain points which helped us generate opportunity “How might we…” statements to prep for ideation. We brainstormed ideas in response to the opportunity statements and voted for the top favourite ideas.
We detailed the functionalities of the top voted ideas. Some of the workshop participants understood how some of the functionalities required more investment in terms of having a team and time to deliver it.
We prioritised the functionalities against Impact vs. Effort matrix to help us determine what could be a ‘quick win’ and be implemented immediately and what needed more time. This help inform the roadmap and the story map.
Outcomes
- Shared understanding of users, their needs and proposed future journeys
- Alignment on proposed features for e& Afghanistan app
- Hypotheses to test with the prototype
- Informed direction for prototype of e& Afghanistan app
- Informed direction for Roadmap of e& Afghanistan app’s future
- Triggered further discoveries testing new service propositions
What they said
“I was a sceptic at the beginning as I wasn’t sure about the method whether it would help us get where we need to be. You’ve won me over. I now see the value of taking us through journey.” [Workshop participant]
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