Leasing FAQs
Role: UX team manager
Team: 1 UX designer, 1 visual designer, 1 researcher
Leasing was a new and novel concept for wireless carriers which customers just did not understand. Utilizing design thinking processes, I lead the partners and the design team though a process to help educate customers and increase return devices.
Problem
Sprint was the first carrier to offer phone leases. The leases were a great low-cost option for customers but many of them didn’t understand they were only leasing the phone. Because they didn’t understand leases calls to customer service increased and devices weren’t returned resulting in revenue loss in the millions.
Design thinking process
I was asked to facilitate a design thinking session to gather the business stakeholders, digital product owners and design to solve this problem. The goal was to create an information station for users to answer questions on lease reducing calls to customer care and increasing the number of leased devices returned to Sprint.
INFORMATION GATHERING
During the initial session I lead the team through a series of exercises to gather information on the customer lifecycle and user pain points. After our initial exploratory session I found themes from the content which were used for a card sort activity. Once the card sort was completed the designers on the project had a better understanding of how to create UX to accomplish our goals.
DESIGN PROCESS
After facilitating the design thinking and card sorting sessions, I handed the design of the project over to designers on my team. The designers used the information gathered to create multiple iterations of the designs which we tested and validated with customers. Testing helped uncover the topics that needed to be addressed for customers to truly understand their lease.
Results
At the end of this process new pages were created which utilized the categorizations, lifecycle points and designs created during the design process.
Launch lease help center within 2 months
+15% increase in returned devices
+10% reduction in calls to customer care