Service Redesign: The Lost Smartphone Experience

Braden Kelley is an innovation and change specialist, the author of Stoking Your Innovation Bonfire, an InnovationExcellence.com co-Founder, and is the creator of the Change Planning Toolkit™ and a book on the best practices and next practices of organizational change (January 2016 release).

  CRM   Stakeholder Management  

Given the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For 10 years, this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone.

Now I’ve had the joy of reporting my lost phone to T-Mobile and getting a less than helpful response. Not because the agent I spoke with didn’t try to be helpful, but because the customer service representative was trapped inside of a service experience that wasn’t designed to meet the goals of the customer.

First, I must mention that I don’t have a “find your phone” type app installed on my phone because I don’t like the idea of someone tracking me all the time. Second, yes, I know that even with location awareness or GPS turned off that my phone is being tracked anyways, but I still like to maintain the illusion that my every move isn’t being tracked. So, please humor me.

The fact is that T-Mobile could tell me exactly where my phone is even without such an app, but then they would have to breach the illusion and admit that they’re always tracking where every phone is at all times. Not such a good customer experience.

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