Sprint Pitch

About

As part of Figliulo & Partners' pitch for Sprint's account, I conducted hands-on ethnographic research—spending 75 minutes opening an account myself and interviewing customers in-store. The research revealed critical pain points: no wait time estimates, inefficient account creation (20 minutes just to capture info and run credit), and customers who preferred in-store bill payment because they lacked online payment options. I also discovered that for many, getting a Sprint plan was simply the way to get an iPhone. These insights became central to our strategic approach and helped Figliulo & Partners secure Sprint as the agency's founding client in 2013.

Role: UX Research, Customer Journey Mapping
Client: Sprint
Year: 2013
Agency: Figliulo & Partners