May 6, 2020
by Kevin Fisher
Earlier this year, the projekt202 team shared the exciting announcement that Sprint had adopted projekt202’s experience-driven design and development methodology as part of its transformation and modernization of the customer experience.
By teaming with projekt202, Sprint – which recently completed its major merger with T-Mobile – was able to leverage a well-established, proven strategy for UX-based design best practices.
Since 2003, projekt202 has refined our methodology to drive the creation of better user experiences, based on an in-depth understanding of people’s wants, needs and motivations. Using comprehensive research insights from the field, the projekt202 team develops software that engages customers, improves ROI, and reveals new revenue opportunities.
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“Many organizations that begin this journey find themselves transformed over time as they build momentum with their leaders, employees, and, most of all, their customers.”
Kevin Fisher, General Manager of projekt202 Dallas, shared insights on the Sprint collaboration and the benefits of projekt202’s methodology:
Ahead of the big news of Sprint’s merger with T-Mobile, what type of work did the projekt202 team do for Sprint and how did that contribute to Sprint’s UX positioning?
Sprint engaged with projekt202 to deliver an omnichannel experience for its millions of subscribers, based on deep customer understanding. We leveraged our experience-driven methodology to drive transformation across customer care, retail, and ecommerce channels. This work positioned Sprint to provide a seamless experience for subscribers, ranging from online to phone to in-person channels.
In the announcement, Sprint noted that it is working with projekt202 to proactively anticipate customers’ needs and deliver a superior customer experience. How did projekt202’s methodology help Sprint anticipate and deliver?
Deep customer understanding is based on qualitative insights. projekt202 professionals trained in behavioral sciences directly observe participant behaviors, emotional states, aspirations, and more. These insights provide a rich set of data which is engineered into experience opportunities that empower Sprint to anticipate customer needs. Our cross-disciplinary teams worked closely with Sprint’s internal team to deliver on the program, from understanding to implementation.
What key benefits do companies gain through projekt202’s methodology?
Many companies operate with an incomplete understanding of their customers. A deeper customer understanding – based on direct observations – positions the customers’ needs to be the final arbiter on strategic decisions. This creates alignment of stakeholders and resources to invest in those initiatives, which will significantly improve customer experiences.
What does it mean to be truly “experience-driven”?
Being experience-driven means a commitment to a complete understanding of the customer and the willingness to act on this information. This action can take many forms, from a single project to a series of strategic projects. Many organizations that begin this journey find themselves transformed over time as they build momentum with their leaders, employees, and, most of all, their customers.
Kevin Fisher
General Manager Dallas, projekt202
James Black
Senior Communications Strategist, projekt202
