T-mobile FIBER
Opportunity:
Fiber experiences were being built without a complete view of their integration with existing T-Mobile services, particularly prepaid mobile, fixed wireless, and small business offerings. The aim was to define the Fiber broadband experience across key customer personas and identify opportunities to create a more unified T-Mobile customer experience.
Outcomes:
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An optimized, target-state Fiber journey was created, addressing pain points and aligning with the T-Mobile brand and care experience.
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Prioritized recommendations were developed to guide the Fiber team's next steps.
T-Mobile Customer Experience Audit
Current State Audit
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Peronas
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Service Blueprints
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