Designing the World’s Fastest Mobile Number Portability with Tele2

Tele2 Estonia, a telecommunications operator headquartered in Sweden, reached out to us to help address their concern over long mobile number portability (MNP) times in the Estonian Market - a process that takes a staggering 3 to 25 days, a relatively slow process, compared to select EU countries that do it in hours.

Tele2 Estonia hoped to change that by pioneering a faster MNP process - a game-changing move that would improve the customer experience for all mobile phone users in Estonia.

To jumpstart the collaboration we first helped define the most effective format for the challenge at hand, a model that not only allows digging deeper into the problem but also creating a prototype within a limited time frame - a 5-day Design Sprint. We then proceeded by putting together a multi-disciplinary team, ensuring broad & diverse backgrounds - mixing 6-8 internal Tele2 members with 2 facilitators and 3 external experts.

Following the preliminary analysis of the global best practices in MNP processes, during the five days, we guided the team in a process that included identifying roadblocks, setting goals and envisioning new solutions, as well as building and validating a prototype supported by an explanatory whitepaper. Compressing potentially months of work into a few days.

Together with Tele2 Estonia we built and validated a prototype as well as wrote a technical whitepaper that would allow Estonia to build the world’s fastest mobile number portability process. The accompanying whitepaper outlining both the pertinence of the MNP problem and the technical details of the current and future processes has since been presented to the government and is in the process of being implemented.

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