#grpartners: bringing a new perspective on the customer journey and software development at O2

The Slovak telecommunications market is highly competitive, and customers expect a reliable network and easy access to digital solutions. O2 responds to this by combining customer journey analysis with improvements to development processes.

Customer experience

The initial collaboration focused on detailed mapping of the customer journey and identification of key issues. The Human Centric Design methodology was used to transform the findings into specific design challenges. The priority was to ensure that the recommended design challenges had a direct impact on the perception of mobile network quality and customer satisfaction.

Software development life cycle (SDLC) audit

Our second collaboration focuses on auditing the software development life cycle. Processes across frontend, backend, mobile solutions, and DevOps were evaluated. The goal was to identify technical debt and propose a target state for the architecture. The output is a visualization of the current and future state of development, supplemented with recommendations for quick improvements and a strategic roadmap.

Expected benefits

Both initiatives deliver concrete results: better understanding of the customer journey, linking insights to product changes, reducing technological complexity, and more efficient development of digital services..

Future of cooperation

The partnership between GoodRequest and O2 Slovakia combines customer insights with technological development. It creates the basis for higher-quality and more accessible services for O2 customers, with the potential for further development of cooperation.