tl;dr: bad customer journey, and  Now for the actual post Today I tried to transfer the ownership of a mobile number to myself. Needless to say, it was pretty frustrating. Working in an environment where the customer journey has a very very big impact on how we do things, it’s quite difficult to experience so much toil in what should be a relatively simple and straightforward task. One of the things that I had to do was to bring down the NRIC and an authorization letter down to the service center as the primary owner of the mobile number was not able to join me. What was odd and mildly annoying was the fact that for what I am assuming to be a very common task which probably gets carried out many times a day, the telco provider did not provide a template for the authorization letter. I searched around...