Telenor — Citizen communication platform for Norwegian municipalities

Telenor identified a gap in the market: no digital service existed where municipalities could communicate directly and efficiently with their citizens. They had ideas but needed help defining how such a solution could look, function, and be brought to market.

My task was to define a business model through insight and close collaboration with Telenor's business development team, then build a concept and demonstrate how it could be realised as a digital product.

The result was a platform where municipalities could communicate directly with citizens — built on an integration layer that standardised how municipal services exchange data, and a citizen-facing app that gave residents direct access to municipal services from their phone.

The solution also integrated IoT sensors to monitor the safety of elderly residents in the municipality — creating a connected service between the municipality, citizens and physical sensors in the real world.

I led the full process from discovery through proof-of-concept: workshops, customer journeys, user testing, and finalisation of a hybrid mobile app PoC. The team worked from design thinking principles and Telenor's design methodology throughout.