A new generation of customers with increasingly digital lifestyles has driven Telenor to start a transformation from being a phone operator to becoming a partner in the digital life. BLINK assisted Telenor in formulating and realising this vision. Telenor also needed a way to showcase and package their knowledge and services in a physical space – while simultaneously making sure that there is a coherent experience across all touch points.
BLINK created an omnichannel concept for Telenor’s vision to become a “Digital PT” that tied together the different channels and developed a store concept to fit the new customers and their needs in their digital lives. One of the main insights in the project is that there is no “one size fits all” in the digital life. Just as in regular life, every Telenor customer’s life is different from the next – implying the new concept must cater to many different needs.
BLINK created an omnichannel concept – “giant leaps toward the digital life” – directed both at customers, but also internally at Telenor to ensure that they become the digital partner and expert they have the vision to be. The new Telenor store also boasts a lot of “firsts” in the industry when it comes to omnichannel features and functionality. For example, there is an express, self-service checkout if you are in a hurry as well as a digital queue system for busy days which allows you to get a text when it is your turn to get assistance.
A physical, pilot store with many state-of-the-art omnichannel features opened in the spring of 2017. The store has designated areas for taking the “giant leaps” – whether it is about a “digital calm” of feeling that your are in control of a sometimes confusing digital life or getting the latest, cutting-edge technology to gear up and take one step further in your digital lifestyle or designing your “smart home”. The new Telenor store is a place that is in a constant change of state, there is always something to learn and experience for customers.