SPRINT
The HIVE
As a part of Sprint’s digital transformation agenda led by Chief Digital Officer Rob Roy, we were approached to help Sprint define a North-Star Customer Experience Vision across channels and improve the Upgrade experience on Sprint.com.
Project Objectives
- Define opportunities to drive a better customer experience across channels (in-store, online, customer support)
- Improve online funnel through multivariate (A/B) experimental testing
Engagement Details
My Role - Business Design Lead
Lead two teams across two tracks of work: creating a Northstar vision for the customer experience through primary and secondary research, and simultaneously improving Sprint’s bottom line by improving the phone upgrade funnel
- Lead NorthstarVision & Narrative (Storytelling, Customer Research, Business Strategy)
- Lead E-Commerce Experimentation (Product Design, Hypothesis-Led Experimentation, Metrics Definition)
Outcomes
- A Northstar Vision & Narrative for the future customer experience of Sprint across channels
- 3 Major projects identified through prioritization of 10-15 concepts that support the future state vision for Sprint across channels
- Increased Upgrade conversion from increased from 12% to 50%
- Featured as a part of Sprint’s digital transformation by Forbes (https://www.forbes.com/sites/blakemorgan/2019/05/15/sprints-digital-transformation-with-chief-digital-officer-rob-roy/#2abe886b6638)