This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

MODULE 4 – LESSON 4STORYBOARD

October 18, 2013

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

2

Objective: Provide foundation for cannot connect and slow speed issues.

Audience: Customer Care CSRs Secondary Audience: May adapt for Store RSRs Tool: Captivate Template: Cricket Standard SCORM: Standard Settings First Review Date: November 1, 2013

MODULE 4 – LESSON 4

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

3

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

MODULE 4 – LESSON 4

October 18, 2013

Developer Note:

Use Title Layout

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

5

CANNOT CONNECT

Developer Note:

Use Section Layout

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

6

Data Issues can be caused by the same issues that impact voice services.

Developer Note:

Use Content LayoutAnimate the wireless signal

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

7

MySite.org

Site specific issues are generally problems with the site itself and not Cricket.

Developer Note:

Use Content LayoutAnimate the data packetsUse generic logos

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

8

MySite.org

Never Been with Cricket Phones

Developer Note:

Use Content LayoutAnimate the data packetsUse generic logos

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

9

Developer Note:

Use Content LayoutAnimate the data packetsUse generic logos

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

10

Developer Note:

Use Content LayoutAnimate the data packetsUse generic logos

Developer Note:

Make cell zones transparent to allow map to show through.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

11

What happens here? Developer Note:

Use Content LayoutAnimate the data packetsUse generic logos

Developer Note:

Have question appear 5 seconds after slide start. Animate the phone to go into the area of no coverage.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

12

Without coverage, the customer will not have data service.

1

1

2 2

Developer Note:

Use Content LayoutAnimate the phone

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

13

Developer Note:

Use Content LayoutAnimate the data packetsUse Android network settings screen.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

14

?

Developer Note:

Use Content LayoutAnimate the wireless signal

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

15

3G Speed 1XSpeed

?

Developer Note:

Use Content LayoutAnimate the time difference between 3G and 1X speeds

Time to Download

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

16

Question Slide

Developer Note:

Use Question LayoutCreate review questions

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

17

SLOW SPEED

Developer Note:

Use Section Layout

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

18

Developer Note:

Use Content LayoutAnimate the phone to move through different locations in Chicago.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

19

There is a difference between indoor and outdoor coverage.

1

1

2

2

Developer Note:

Use Content Layout.Animate the phone to move through different locations.Animate signal differences between Location 1 and Location 2.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

20

Cricket Indoor Coverage

Cricket Outdoor Coverage

Developer Note:

Use Content LayoutAnimate the phone to move through different locations to highlight differences in 3G signal and handing off to Wi-Fi.

Developer Note:

Show the impact of moving indoors with areas with only outdoor coverage.

Developer Note:

Create a Wi-Fi signal bubble or a way of showing the Wi-Fi signal range

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

21

1

1

2

2

3

3

There is a potential issue when transitioning or handing off from Cricket coverage to partner coverage. If the customer is leaving our 4G LTE coverage and if there is gap between Cricket’s coverage and Partner LTE coverage, what will happen to the customer’s experience?

Developer Note:

Use Content Layout.Animate the phone to move through different locations with partner coverage. This will discuss hard handoffs.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

22

Yesterday’s Experience

Today’s Experience

Full Speed

1X Speed due to usage

Developer Note:

Use Content Layout.Animate the transition from normal speeds to throttled speeds for usage.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

23

Developer Note:

Use Content Layout.Illustrate that having too many apps can slow down the phone. Animate the data packets. Have each app fade in and slow down the packet animate as each app appears.

This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc.

24

Question Slide

Developer Note:

Use Question LayoutCreate review questionsTransition to standard LMS wrap-up slides.