The challenge

In late 2020, UScellular was looking for ways to improve its customer experience, partnering with us to reorient the organization toward data-centered decisions. One high-priority area in this reorientation was the mobile app. Internally, UScellular set an ambitious goal: achieve an app rating above 4 stars within 6 months of the project kick off, which would indicate that users were having positive experiences.

The approach

There were several key steps UScellular and M|CP took to make data-driven app optimizations.

• Validating that the data was accurate and relevant: M|CP took a close look at the metrics that UScellular was using to evaluate its digital practice, evaluating each metric to understand its connection to desired business outcomes.
• Evolving the measurement framework: M|CP used the KPIs that passed validation to create a new measurement framework and monthly scorecard for the app to assess progress toward the 4-star goal over time.
• Assessing the end-to-end app experience: M|CP used Google Analytics data to identify points of friction in the app. This exercise uncovered the login process, bill payments, and plan changes as recommended focal areas.
• Collaborating on the data-first approach: After UScellular deployed app updates, they worked hand-in-hand with M|CP to identify what needed to be tracked within the redesigned app experience, design and deploy data collection, and start measuring results.
• Iterating and communicating frequently: UScellular and M|CP’s collaborative efforts included biweekly meetings as part of M|CP’s serial analysis program to analyze app performance and make decisions around how to continue optimizing.

The outcome

UScellular’s data-centric approach to app optimization generated strong results.

Beyond the quantifiable wins, the frequent conversations about app performance have also helped the UScellular team advance on its path toward a data-centric organizational culture