Regional carrier Cincinnati Bell was faced with a problem: Customers were returning too many Android devices, and operating costs were slowly rising as a result.
Android vs. Alien (305/365) (Photo credit: JD Hancock)
With smartphone penetration moving past the mass market and into the laggard category, many are getting their first taste of smartphones on free and lower-power Android devices, and they’re not thrilled. The core reason for customer device returns at Cincinnati Bell was poor user experience.
If you’ve ever handled a prepaid Android device, you should already be familiar with this kind of experiencesoft in the hand, sluggish, crashy, and fragmented (i.e. the apps you want aren’t available due to hardware/software constraints). Though these devices are designed for first-time buyers, they present an experience that is ironically hostile to a potentially hesitant newbie.
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Cincinnati Bell Saved $ 500000.00 Using Objective User Experience Data to … (Marketwire (press release))
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