Digital Strategy

Four calendar days, one person, one full redesign A full site redesign in four calendar days, from design system to admin stack. The real question is what product teams should do with the time AI gives back. Ways of working · APR 26 · 10′ Klarna's AI customer service: reading cost and quality together Klarna reported faster support and stable satisfaction, while its CEO later said its customer-service cost-cutting went too far. Product leaders need to read both. Ways of working · MAR 11 · 4′ The permission tax: how approvals slow product teams It took a month to build and three to four months to get permission. Team growth can slow delivery when every decision needs another approval. Ways of working · FEB 25 · 5′ Multi-market apps: what central and local teams should own How to run a multi-market app with one shared codebase, local deployments, clear decision rights, and room for real market differences. Digital transformation · FEB 21 · 8′ Choosing what to build when AI makes prototyping cheaper AI can make execution cheaper, but it also exposes weak decisions faster. The valuable skill is defining work clearly enough to test whether it matters. Ways of working · FEB 19 · 6′ The app consolidation playbook Large app portfolios grow through local decisions, acquisitions, and separate teams. Consolidation works when one owner can remove duplication while keeping the local differences customers need. Digital transformation · FEB 18 · 6′ Start AI adoption with the work slowing your team. AI's immediate value is removing repetitive work from experienced people. Leaders should start with one workflow, not a headcount target. Ways of working · FEB 17 · 5′ Build the API layer before replacing the billing system. Do not make digital delivery wait for a full OSS/BSS transformation. Put a stable API contract between new demand and the legacy systems already running. Digital transformation · FEB 15 · 6′ How we used feature data to cut a telco app's scope We analyzed engagement across an entire app feature set. Over 40% of the candidate scope generated less than 2% of measured engagement. I use that evidence to decide what deserves a place on the roadmap. Product · FEB 12 · 6′ Telco apps: from self-service to sales and retention I watched European telco apps move from self-service into sales and retention. These three phases explain what changed and where the programs became stuck. Digital transformation · FEB 08 · 6′ Choosing which customer journeys to digitalize first Do not delay a clean common journey while reproducing every legacy exception. Start with measured demand, keep a human handoff, and add the next case only when it earns its place. Digital transformation · JAN 16 · 4′ Which decisions should your digital team own? A digital team needs authority to decide, say no, and change course when evidence changes. Agree on risk limits and escalation points before delegating those decisions. Product · JAN 15 · 4′ Moving from IT delivery to product ownership Follow one product decision from customer problem to release. Check who chooses the work, who can reject a request, and who owns the result. Product · JAN 14 · 4′

Digital transformation: teams, priorities and legacy systems Eight articles on decisions that shape digital transformation: who owns the product, which journeys and features deserve investment, and how to work with legacy systems and multiple markets. Read the guide in order for the full argument, or choose the decision you are working through now. intermediate · 8 parts