OVERVIEW
In my role as a UX/UI Designer, I worked on the "Experience Prescription" project, an innovative solution aimed at helping Communication Service Providers (CSPs) predict and prevent customer churn using AI and ML.
This case study outlines my design process, from research to execution, and highlights how we addressed critical business challenges to improve customer satisfaction and retention.
BACKGROUND
The telecommunications industry faces a significant challenge with customer churn, which is driven primarily by service quality issues. To tackle this, our team embarked on the "Experience Prescription" project, which leverages advanced AI and ML technologies to predict and prevent churn by understanding and addressing user needs.
KEY INSIGHTS
80%
overall traffic is video
80%
customers expect companies to understand their wants and needs
#1
Issue for subscriber churn is service quality
SEARCH FIDINGS
Our search team identified the final subscribers (end users) facing significant problems with their CSPs. These issues were primarily related to service quality, connection speed, and network reliability.
By pinpointing these users, we focused on understanding their pain points and designing targeted interventions to enhance their experience and reduce churn risk.
NDA AGREEMENT
Due to a Non-Disclosure Agreement (NDA), I am not able to present details of the projects I have worked on.
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