03
Telco: Design Thinking for Digital Transformation
Overview
We partnered with HKT and Huawei to lead a multi-phase digital transformation program focused on improving customer experience across mobile and desktop platforms. Through deep field research and strategic design development, we helped redefine how digital services could better reflect human needs — from infrastructure to interface.
The Challenge
To uncover real customer pain points and reframe a legacy telecom and tech experience into a modern, human-first service ecosystem. The complexity of the organization, infrastructure, and existing workflows made this not just a UX challenge — but a cultural one.
Vision
To help HKT evolve from a legacy city infrastructure provider to a modern tech solutions partner — while continuing to deliver meaningful, high-quality customer experiences that adapt to changing expectations.
My Role
Interaction & Experience Designer
+ Led and designed tools for in-depth qualitative research across user groups and internal teams
+ Identified short- and long-term design opportunity areas
+ Developed human-centered use case scenarios and interaction flows
+ Co-created a persona story video to drive internal empathy and alignment
+ Produced strategic videos and concept prototypes to communicate vision to Huawei stakeholders (featured at OTF 2017)
Design Highlights
🧪 Start from sacrificial concepts
Turned hypothese into insights and product opportunities — prototyped features and service scenarios to test with real users and stakeholders.
🧭 Vision and Strategy
Designed long- and short-term transformation opportunities based on insights — guiding product and service development over multiple phases.
🎥 Human cenrtered design for OTF, Huawei's big tech forum annually
Making user needs vivid to insipire tech changes from outside in instead of inside out.
Roadmap
+ Phase 1:
Identified user needs, mapped opportunity spaces, and defined design directions
+ Phase 2:
Defined MVP scope, refined opportunities, and co-created with Huawei design, business, and dev teams
+ Phase 3:
Guided Huawei teams through the design and development of the MVP experience
Results
+ Internal alignment on user needs and design priorities
+ Strategic buy-in from stakeholders through storytelling artifacts (used at OTF 2017)
+ Clear direction for digital transformation across mobile and desktop platforms
+ Laid the foundation for ongoing service and experience innovation
Next project
Turned hypothese into insights and product opportunities — prototyped features and service scenarios to test with real users and stakeholders.
🧭 Vision and Strategy
Designed long- and short-term transformation opportunities based on insights — guiding product and service development over multiple phases.
🎥 Human cenrtered design for OTF, Huawei's big tech forum annually
Making user needs vivid to insipire tech changes from outside in instead of inside out.
Identified user needs, mapped opportunity spaces, and defined design directions
+ Phase 2:
Defined MVP scope, refined opportunities, and co-created with Huawei design, business, and dev teams
+ Phase 3:
Guided Huawei teams through the design and development of the MVP experience
+ Strategic buy-in from stakeholders through storytelling artifacts (used at OTF 2017)
+ Clear direction for digital transformation across mobile and desktop platforms
+ Laid the foundation for ongoing service and experience innovation
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