SERVICE DESIGN & CREATIVE DIRECTION

SPRINT 

Reenvisioning customer service for one of the nation's largest wireless providers 
Reenvisioning customer service for one of the nation's largest wireless providers 

Sprint sought to transform their overall customer experience after falling to fourth place among US wireless carriers. Our mission was to design a new customer service strategy with solutions intended to revitalize the brand.

We immersed ourselves researching the brand's 12 consumer-facing channels to understand the challenges inherent in the current experience. Holding a collaborative workshop with Sprint, we aligned on these key touchpoints and refined our findings to ideate over 50 unique concepts, each aiming to reshape Sprint's ideal customer experience across retail and digital.

We envisioned the future Sprint to be fiercely customer-centric; powered by smart digital tools and services that enable employees to be more efficient and empowering customers to be more self-sufficient. This CX strategy was presented to Sprint C-Suite across a broad series of illustrated branded deliverables. 

Sprint sought to transform their overall customer experience after falling to fourth place among US wireless carriers. Our mission was to design a new customer service strategy with solutions intended to revitalize the brand.

We immersed ourselves researching the brand's 12 consumer-facing channels to understand the challenges inherent in the current experience. Holding a collaborative workshop with Sprint, we aligned on these key touchpoints and refined our findings to ideate over 50 unique concepts, each aiming to reshape Sprint's ideal customer experience across retail and digital.

We envisioned the future Sprint to be fiercely customer-centric; powered by smart digital tools and services that enable employees to be more efficient and empowering customers to be more self-sufficient. This CX strategy was presented to Sprint C-Suite across a broad series of illustrated branded deliverables. 

Sprint_Montage002
Sprint_Montage004
Sprint_Montage005
Sprint_Montage006
sprint_poster01

PROJECT TAKEAWAYS

PROJECT TAKEAWAYS

PROJECT TAKEAWAYS

PROJECT TAKEAWAYS

01
01
01
01
Client Impact
Client Impact
Client Impact
Client Impact

CEO Marcelo Claure was so impressed with the strategy presentation he pushed Sprint's C-suite to implement our proposed solutions as soon as possible, making several company-wide best practices. 

CEO Marcelo Claure was so impressed with the strategy presentation he pushed Sprint's C-suite
to implement our proposed solutions as soon as possible, making several company-wide best practices. 

CEO Marcelo Claure was so impressed with the strategy presentation he pushed Sprint's C-suite to implement our proposed solutions as soon as possible, making several company-wide best practices. 

CEO Marcelo Claure was so impressed with the strategy presentation he pushed Sprint's C-suite to implement our proposed solutions as soon as possible, making several company-wide best practices. 

02
02
02
02
My Role
My Role
My Role
My Role

Lead the projects' visual, illustrative, and story design from concept to completion. I collaborated with teams across workstreams to develop cohesive systems and oversaw their implementation across deliverables. Of particular note was owning the design and craft of our fully illustrated 22-foot journey/blueprint poster.

Lead the projects' visual, illustrative, and
story design from concept to completion. I collaborated with teams across workstreams to develop cohesive systems and oversaw their implementation across deliverables. Of particular note was owning the design and craft of our fully illustrated 22-foot journey/blueprint poster.

Lead the projects' visual, illustrative, and story design from concept to completion.
I collaborated with teams across workstreams to develop cohesive systems and oversaw their implementation across deliverables. Of particular note was owning the design and craft of our fully illustrated 22-foot journey/blueprint poster.

Lead the projects' visual, illustrative, and story design from concept to completion. I collaborated with teams across workstreams to develop cohesive systems and oversaw their implementation across deliverables. Of particular note was owning the design and craft of our fully illustrated 22-foot journey/blueprint poster.

Lead the projects' visual, illustrative, and story design from concept to completion. I collaborated with teams across workstreams to develop cohesive systems and oversaw their implementation across deliverables. Of particular note was owning the design and craft of our fully illustrated 22-foot journey/blueprint poster.

03
03
03
03
True Story
True Story
True Story
True Story

This project cemented my status as a champion for process documentation. In addition to aiding the teams in our work, client enthusiasm would noticeably spike at seeing both their involvement and the evolution of our iterative thought process.

A craft challenge for me was in rapidly developing a modular illustration style that could be readily utilized by UX/UI designers who did not fancy themselves as illustrators.

This project cemented my status as a champion for process documentation. In addition to aiding the teams in our work, client enthusiasm would noticeably spike at seeing both their involvement and the evolution of our iterative thought process.

A craft challenge for me was in rapidly developing a modular illustration style that could be readily utilized by UX/UI designers who did not fancy themselves as illustrators.

This project cemented my status as a champion for process documentation. In addition to aiding the teams in our work, client enthusiasm would noticeably spike at seeing both their involvement and the evolution of our iterative thought process.

A craft challenge for me was in rapidly developing a modular illustration style
that could be readily utilized by UX/UI designers who did not fancy themselves
as illustrators.

This project cemented my status as a champion for process documentation. In addition to aiding the teams in our work, client enthusiasm would noticeably spike at seeing both their involvement and the evolution of our iterative thought process.

A craft challenge for me was in rapidly developing a modular illustration style that could be readily utilized by UX/UI designers who did not fancy themselves as illustrators.

This project cemented my status as a champion for process documentation. In addition to aiding the teams in our work, client enthusiasm would noticeably spike at seeing both their involvement and the evolution of our iterative thought process.

A craft challenge for me was in rapidly developing a modular illustration style that could be readily utilized by UX/UI designers who did not fancy themselves as illustrators.

logo03G

ALL CONTENT PRESENTED SOLELY FOR SELF PROMOTION