Case Study: T-Mobile gains a full view of the customer journey with Dscout

T-Mobile resolves countless app issues in 4 weeks with dscout

T-Mobile, a major communications and retail company, needed to understand its customers' complete journey, particularly what happened after they left its T-Mobile Tuesdays app to redeem offers. They also required a better way to identify bugs during a major app redesign. Their challenge was that traditional lab research provided small samples and could not capture out-of-app, in-context, or longitudinal experiences, which made it difficult to get stakeholder buy-in.

Using dscout's diary studies and media-rich remote research platform, T-Mobile had participants record their screens and upload videos of their real-world experiences, both inside and outside the app, over a four-week period. This solution from dscout provided a full picture of the customer journey and enabled the immediate replication and resolution of app bugs. As a result, T-Mobile gained rich, true-to-life insights that led to direct product improvements and allowed stakeholders to quickly implement findings.

T-Mobile