A1 Macedonia (part of Telekom Austria Group) is one of the country’s leading telecommunications providers, focused on delivering advanced digital tools and services. As part of their rebranding and new vision, A1 aimed to create stronger partnerships with customers by directly involving them in the development of future products and services.
Their initiative, titled “We Create Together” (Kreirame zaedno), marked the first time a major company in Macedonia invited customers to co-create value alongside the brand. A1 partnered with Solveo to bring this concept to life.
A1 had the ambition to solve everyday customer problems using telecommunication technologies. But first, they needed to understand what those problems really were, directly from the people experiencing them. The concept of co-creation was new to customers, so the challenges were clear:
The goal was to host a series of hands-on workshops that would uncover real user pain points and generate ideas for new or improved products and services.
We facilitated five co-creation workshops, each focused on a different target group. Using design thinking methodology, participants were guided through a structured but energizing process—designed not just to extract insights, but to make people feel heard, empowered, and invested in the outcomes.
Each workshop was tailored to its audience. Participants were grouped into teams and supported by both Solveo facilitators and A1 mentors. Together, they mapped out their daily routines, pain points, and unmet needs, focusing on empathy-first exploration. This “day in the life” approach helped bring context and clarity to the challenges customers faced.
From there, the groups moved into ideation—generating and refining concepts for how telecom solutions could better fit their needs. These weren’t abstract ideas. The sessions were hands-on, fast-paced, and outcome-driven.
Strengthened customer trust by giving them a true seat at the table in shaping future services
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