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.