MAXIS

How to evolve the business model based on customer segments’ needs

Win customer. Keep extend beyond the current service offerings. It sounds simple but in the hard fought world of mobile telecoms, it takes constant innovation to stay ahead of game. With the most premium product & service offering in Malaysia, Maxis looks to increase its brand & products value, and evolve the business model around customers.

Based on customer insights, drives for value exchange business model

I led a team of 16, look to push and inspire Maxis mindset to be more experimental, collaborative and design services that put customer first.

We went couple of customer in-home interviews to discover their unmet needs, lifestyle behavior and current product & services interaction. Based on service value chains, we created 86 concepts sketches and grouped them into 8 key concept areas.

Then, we ran two sessions of co-creation workshop with Maxis’s senior leadership to prioritize the key service concepts and reimagine the new business model.

After the co-creation workshop, we quickly create prototypes of the service concepts and test it against the customers. Based on the impact and feasibility, we create a portfolio of initiatives in a 3 years strategic roadmap and look to build the initiatives to live.

As a result, we create digital ecosystem that serves across entertainment, health, retail, F&B, Home and wealth with business partners and consumers. Also, we change Maxis culture, way of working and launch a innovation hub to create value.