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Public Mobile

Public Mobile

Lifting Wireless Service with a Fully Digital Experience

How can an optimized CX lift a Telco above competitors and retain customers?

The Challenge

With growing competition and shrinking margins, telco companies are under pressure to differentiate themselves while delivering efficient, simple, and cost-effective services.

Public Mobile, a Canadian pre-paid carrier, sought to transform its customer experience (CX) by offering an entirely digital, convenient, and streamlined wireless service. Their goal was to cater to "digital native" customers, especially younger users, and make every customer interaction seamless and mobile-first.

The Solution

Public Mobile partnered with Stellar Elements to rebrand and launch a premium mobile-first app experience, designed to meet the expectations of a younger, tech-savvy audience.

Stellar Elements employed a robust Design and Discovery process to deliver a seamless, fully customizable experience, allowing users to manage their wireless services through features like:

eSIM activation in minutes
Customizable service options such as U.S. roaming, additional data, and long-distance minutes
Flexible plan management allowing users to stop or change their plan at any time without restrictions

The Results

The new platform identified and closed many critical CX gaps telcos face: the Integration Gap, CX Perception Gap, Innovation Gap, Talent Gap, and Service Gap. Failure to bridge these CX gaps can result in lost revenue, eroded customer trust, and much more.

Built using centralized identity management, design systems, and React Native architecture, the new app empowered Public Mobile to offer a subscription-based, digital-native 5G service that set them apart from the competition.

Public Mobile became the first carrier in Canada to offer a fully digital, subscription-based 5G phone service. With 100% of activations now occurring via the app, Public Mobile leads the way in digital-first telco experiences. Supported by TELUS' award-winning 5G network, Public Mobile's innovative platform has redefined how Canadians experience mobile services, offering convenience, customization, and flexibility.