SPRINT ZONE

REVOLUTIONARY PRODUCT

For the first time in the mobile telecommunications industry, customers were able to access and manage their account directly from their mobile phone increasing client retention and reducing bad debt resulting in a total of $6.8M per year.

ABOUT THIS PROJECT

Sprint Zone was a concept created leveraging product strategy and design thinking. By focusing on the needs of users we were able to identify over 500 reasons clients were calling Sprint for help. Of these more than 500 reasons, there were at least five to eight different projects focused on one or more of these problems across the company. By combining three different data files we identified that the top 18 reasons made up 78% of all calls. We would focus on these FIRST and let all other reasons be considered later.

We explored the customer lifecycle and considered the ecosystem in which these users were using sprints products and we identified contextual relationships between the problems and user tasks. Of the top 15 reasons, 10 were solvable and 5 were partially solvable but were currently being treated completely separately. The top call driver was “pay my bill” and the 4th was “activate my phone”, for context.

We combined what were considered 15 unrelated business problems into one simple interface. For the user, it was all a part of the client/business relationship they had with Sprint. Sprint zone took several iterations to achieve target state but once complete reduced cost by more than $1.8M per year in reduced calls alone. In addition, by increasing client retention by 7% and reducing bad debt the result of the product was an excess of $6.8M per year.