MTN RAFM Innovation Playbook

Aim: Develop an innovation playbook to be used in MTN’s Revenue Assurance and Fraud Management department. The aim of the playbook was to foster innovative practices as well as improve exponential technologies usage and integration into the department.

Role: I worked alongside Moonshot to conduct research within MTN and then developed and designed the playbook with feedback and guidance from both MTN and Moonshot.

Research and interviews

Needs analysis and research synthesis

Unique innovation process creation

Integration with current company processes

Playbook prototype and testing

Final Playbook design, layout and structuring

The starting point for the creation and design of the playbook was to understand the previous Innovation activities that had taken place in the department. It was important to obtain a contextual understanding of the RAFM department and the applicabilities and applications of exponential technologies in the environment. The requirements of the playbook were also determined in the initial stages. I was then directed to participants of the previous innovation projects to gain their perspectives on the introduction of Design Innovation in their department.

I had to create a questionnaire and a research outline to ensure that interviews stayed on topic, relevant and all data needed for the creation of the playbook was obtained. The research consisted of 12 interviews with RAFM participants from a number of teams (who held different positions) to gain a diverse view of the innovation processes. Each interview lasted from 15 - 30 minutes with a range of engagement and detail from each interviewee. Each interview was then collated, synthesised and analysed to find key themes and insights.

An important step to take before the initial design of the playbook was an outline and overview of all content to be included. The information was identified through the findings of the interviews, research into existing innovation documents and existing processes and guidelines from MTN and Moonshot. The key factors to be included were team roles, innovation steps, tools and governance. I experimented with a number of visualisations of the process.

The initial process was based on traditional Design thinking and business innovation steps with some integration into current RAFM project processes and requirements. This process was used to outline the first draft of the playbook. The first draft included background on innovation, its importance in those environments, department history, understanding exponential technologies, examples, innovative ways of work and the newly designed process.

The first draft of the playbook was tested with various stakeholders. Through further discussion, it was identified that the process should be presented in an easier to understand visual format. Additionally, I gained feedback on the visuals and designs which was taken into consideration for the next iteration. Clarity and formatting was another important aspect that I had to adapt.

I used the feedback to redesign and improve on the playbook.  The process visualisation was reviewed and redesigned with a new perspective.  An important aspect of the redesign was to ensure it looked professional and functioned as a complete guidebook. The second version was also further tested with team leaders/managers.

The final playbook design was an all-encompassing book that outlines all the details needed to run innovation and exponential technology projects in MTN’s RAFM department. The book is also adaptable enough to be used for other company and department needs. The final process was a complete integration of MTN, RAFM and Design/Innovation practices.