T-Mobile Towers
Project Scope:
This organization approached Highdive to help them update their web presence for their Towers division – streamlining their business process both internally and with their external customers. Highdive integrated Google Maps technology with their tower database, allowing customer to find and apply for space on this organization’s towers using any device.
This organization approached Highdive to help them update their web presence for their Towers division – streamlining their business process both internally and with their external customers. Highdive integrated Google Maps technology with their tower database, allowing customer to find and apply for space on this organization’s towers using any device.
Primary goals:
- Automate and streamline the tower rental application process to shorten the length of time it takes for this organization’s account executive to bring on a new (or modify an existing) customer account
- Allow customers to easily interact with this organization online and find available cellular tower space, with the specification that meet their needs, to rent
Tools:
- Focus Group Facilitation: interview internal managers (to learn how they would like to automate this largely manual application process), as well as external customer (to learn the struggles with the application process and finding information about renting towers while on the move)
- Customer Journey Map to identify touchpoints and what a customer is thinking, feeling, and doing at each of those touchpoints
- Wireframes and Prototypes: used in the usability study and design process