T-Mobile was having an issue converting customers online. Potential consumers were often afraid to purchase online due to the complexity of the product- choosing phones, lines, etc. They were afraid of makiing a costly mistake/ Also, the amount of choices were overwhelming.
On the contrary, the conversion rate for phone sales was very high. However, it ate up the time of CSR’s and the customers. So T-Mobile wanted to increase conversion rate by promoting phone sales online, while improving the switch process online for those who were just plain scared to do so.
The solution was labeled “The Great Escape” which featured an Italian Job like story where users escape their carrier with the help of a point person (T-Mobile Phone Sales). Users enter their carrier information to scrape their plan information and then they can checkout online or get a code to call which gets them express customer service with express checkout.
- Project Roles
- UX/IA Designer
- Interaction, Low / High Fidelity Prototyping, Sketch, User Behavior Research
- Project Industries