Development of a Data-Driven Prototype for Consumer-Centric Product Development and Issue Resolution in the Telecommunications Industry (Case Study: Smartphones)

In today’s world of digital evolution, the need for data-driven decision-making cannot be over-emphasized. This need is especially crucial in the telecommunication industries, where competitors are neck deep in competition churning out various products for various price categories daily, and where transfer of ideas and innovations from company to company is prevalent. The importance of Data-driven decision-making in end users’ experience in the smartphone world cannot be under-utilized, as this enables the telecommunication companies to understand their end-user needs, leading to delivering an experience that resonates with the end users. This research seeks to address the methodology the telecommunications industries utilize in gathering data that inform product improvement, customer satisfaction rating and how direct input from the end consumers of their product can directly impact the upgrade/evolution of the next product. The research seeks to build a new model that utilizes data inputted by end users to impact an update or upgraded device. Presently the use of smartphones has no direct customer feedback integrated into them for various interactive features the consumers use daily, so the companies depend on third-party application ratings, surveys and a list of other methods which does not include a provision for direct feedback on applications within the smartphone.