Full case study ~5 min read
POS I Experience Transformation I Telecom
Switching mid-stream from product to experience transformation with a projected savings of $3.3 million
Identify opportunities to ease friction and enable advocates to better serve their customers.
Year
2021 - 2022
Freelance
2 weeks
Team
1 Program Manager
1 Project Manager
1 Principal Account Manager
2 Co-Researchers (Brittany & I)
1 Solution Architect
Methodologies
User Interviews
Stakeholder Interviews
In-Store Observation
Alignment Workshops
Demos & Document Intake
Tools
FigJam
Google Suite
Microsoft Suite
Keynote
Problem
Cricket Wireless initially thought they had a Point-of-Sale (POS) system problem, but the discovery research revealed a more complex situation:
Initial Perceived Problems:
POS system built without advocates (store reps) and customer experience in mind
Performance issues causing downtime that hurt sales
Difficult to customize for business needs
High maintenance and configuration costs
Outcomes
$3.3 million projected savings
Shift from product-experience transformation
Strengthened partnerships leading to 2 additional projects
Solution
We conducted a Phase 0, 2-week discovery research initiative consisting of in-store observations, user interviews, and stakeholder demos to validate Cricket's assumptions about their POS system before committing to major investments—ultimately uncovering that the real opportunity lay in experience transformation rather than just product fixes.
Key Responsibilities
Product Strategy & Planning: Led end-to-end product management from vision and market positioning to feature prioritization and UX strategy. Developed user personas, competitive analysis, and success metrics while creating requirements frameworks that aligned technical feasibility with user value and business goals.
Sales Enablement Through Strategic UX: Designed and wrote a compelling investor pitch deck that transformed complex technical concepts into a cohesive visual narrative. Crafted an outline, structure and narrative that guided stakeholders through the business opportunity.
UX/UI Design: Designed comprehensive user flows and developed a modern, teen-focused interface that resonated with the target demographic. Created an interactive prototype to demonstrate product functionality for investors, transforming static pitch concepts into tangible user experiences that validated market opportunity.
