Case Study: Fortune 50 Technology Company achieves actionable mobile purchase insights and a one-stop retail experience strategy with Blueocean Market Intelligence

Assessment of consumer pain points in the mobile purchase journey

Fortune 50 Technology Company engaged Blueocean Market Intelligence to diagnose consumer pain points in the mobile purchase journey as smartphones became commoditized (with some 25,000 models in market). The client wanted to understand where customers struggled—device and plan selection, purchase format and after‑sales service—to develop a differentiated customer experience combining device and accompanying service. Blueocean Market Intelligence applied its 360 Discovery approach to this brief.

Blueocean Market Intelligence integrated client data, primary research, behavioral and social data and published research to identify five key themes: choice overload and model cannibalization, fears of defective online deliveries, expensive and non‑comparative in‑store buying, confusing operator plans (over half of global consumers unsure their plan fits), and poor after‑sales support in emerging markets. The vendor recommended a one‑stop solution under a sub‑brand and a single‑point retail experience; the recommendation was well received and is still being leveraged by the Fortune 50 Technology Company as a key resource for product planning and partnership strategies.