The problem
The Ericsson department E2 wanted to incorporate Design Thinking as an alternative way of tackling problems in the E2 Department within Ericsson. The department was a separate part of Ericsson elaborating with new innovations. A more holistic mindset of looking at what problems to solve was needed. The end-user could be any user who uses a smartphone. The complex relationships user-customer was mapped out.

Approach
Gaine first worked with the organisational culture of E2, focusing on boosting the innovation climate with user center ness and user research. After that project Gaine also worked with a smaller team on the new Operations and Maintenance solutions developed for 5G.

Process
Co-creation workshops were introduced as a way to share knowledge between colleagues and come forward. Also proto-personas, journeys and service blueprints were introduced as a way to get down to the user stories developed by the programmers. How to do user research was also taught to the organisation and collaboratively conducted with some representatives from the organisation at a larger support center in Europe.

Oucome
A holistic view of the total service delivery was created with a Service Blueprint for the Operations and Maintenance of a network. This blueprint was broken down into both front stage and back stage user journeys and then further down into a user story map. A simple mockup/prototype was also created in Sketch.

Learnings
Working with user center design in a larger development organisations means a lot of teaching and educating all colleagues. We met a lot of interest for our work among all our fellow co-workers. But we learned that we needed to spread our teaching and education to a broader audience - not just the department we were in. In order to create a better impact.