Client: Cricket Wireless is a US based prepaid wireless carrier.
CRICKET WIRELESS
OCT 23: Cricket commissions The BIO agency with improving the in store POS system.
The Cricket Wireless POS platform needed to adapt to the new Cricket store layout design and changing customer engagement approach. No longer are cricket contractors behind a counter at the back of the store, they are roaming the floor with tablets and engaging with customers organically.
The tablet interface needed to be adaptable to both the “power-user” contractor needs, and be playful and brand friendly for when the tablet is turned over to the customer.
The Challenge
Our experience with the client was broken into two separate engagements, the first was a current state audit that closed in winter 2024, and the second is a full POS product delivery which is slated to complete spring 2025.
For phase one we started at discovery, where stakeholders, employees, and users were engaged for feedback and the tech stack was analyzed.
An early demographic insight emerged that a substantial amount of contractors were new to the brand and telcos in general. The application was difficult to use for these people and deploying a guided experience would become priority—where a user could follow the wizard and get live feedback on how to better engage the customer.
The Process
After synthesizing the findings from discovery (which included an in-depth heuristic analysis) we began to build concepts that would act as a proposed direction of travel.
We experimented with using and expanding on the digital brand guidelines of Cricket — and a new conversational structure and dynamic content system that gave cricket contractors the confidence to help a customer.
Opportunities for personalization were taken that greatly improved employee investment and sparked moments of joy for customers.
Insight Report
Vision Concepts
Deliverables
User Sessions
Workshop
