Telecom · CX Research
CX Mapping & Strategy
Research-led mobile app design, driven by a real customer-experience map.
The problem
BlueStream Fiber provides service to planned communities across Florida and Texas, a subscriber base with its own quirks, expectations, and support patterns. To support growth and deepen engagement, they needed a mobile app. But "build an app" is the easy part; the real question was which features would actually matter to this specific, place-based customer base, and which would just add clutter.
What we did
We led with research, not assumptions. Our process produced a clear customer-experience map of a real service event (what happens when a customer hits a problem and a field technician gets involved), surfacing every actor (CSRs, field techs, IT/security), every hand-off, and every moment of friction along the emotional journey from "positive/easy" to "difficult/hard."
That map did the prioritization for us. Instead of guessing at a feature list, we could see exactly where the app would relieve real pain and concentrate the design there. We used AI to accelerate the synthesis, turning interviews, support data, and field input into a coherent journey and a prioritized opportunity set faster than a manual affinity-mapping pass would allow.
The resulting app is focused and calm: service status at a glance, billing and AutoPay, a clear view of subscribed services (landline, wifi, cable, home security) with upgrade prompts, helpful content, and in-app chat, the things this subscriber base actually reaches for.
The customer app: service status, billing, services, and in-app chat.
The result
Before a line of production code, we socialized the prototype with both customers and the organization to confirm the app delivered real value, de-risking the build and aligning the business around a shared, evidence-backed vision of the experience.
Why it matters
Research-led product design with a tangible artifact (the CX map) that drove real decisions, and a demonstration that AI-accelerated synthesis makes rigorous research faster, not optional.