Expanding Phone & Internet Access through Digital Enrollment.
TruConnect is a wireless provider that helps underserved communities access affordable phone and internet services. To support its mission, TruConnect needed a digital enrollment platform that simplified applications for government-subsidized programs.
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The Challenge
Millions of Americans rely on government-subsidized phone programs, but enrollment has historically been slow and confusing. TruConnect recognized that underserved communities needed a better way to access affordable connectivity.
The challenge was to create a digital enrollment system that handled regulatory compliance while being simple enough for users with varying levels of digital literacy. It needed to reduce barriers, increase adoption, and ensure compliance with government standards.
Our Approach
We worked with TruConnect to design a platform that simplified and streamlined enrollment. Our process included mapping the end-to-end application process and identifying where users typically dropped off.
Through Custom Web App Development and an Agile Development Process, we built a platform that integrated regulatory requirements with user-friendly flows. The design prioritized clarity, accessibility, and multilingual support to ensure inclusivity.
We focused on making enrollment faster, simpler, and more forgiving by conducting user research and stakeholder interviews to map where applicants became confused or abandoned the process, then using those insights to design a mobile-first experience with intuitive, click-minimized pathways tailored for users with low digital literacy. We developed error-recovery flows that allowed applicants to correct mistakes without restarting, and ensured the entire journey remained compliant by incorporating Lifeline-specific documentation upload requirements and eligibility checks without adding extra burden. Finally, we built A/B-testable interface components, giving TruConnect’s internal team the flexibility to test, refine, and optimize the experience post-launch.
- Mapped user journeys and regulatory workflows
- Designed simple and accessible enrollment flows
- Built secure infrastructure for government compliance
- Supported multilingual and low-literacy user groups
The Impact
The new enrollment platform launched as a cornerstone of TruConnect’s mission to expand connectivity, enabling faster enrollments, reduced errors, and greater accessibility for underserved communities. The redesigned experience produced a 40% reduction in application drop-off and allowed users to complete enrollment 50% faster on average. These improvements created a smoother, more intuitive onboarding flow—one that helped increase mobile completion rates for Lifeline and ACP programs while reducing confusion, mistakes, and the need for support intervention.
Beyond immediate performance gains, the platform strengthened long-term business outcomes. The streamlined onboarding experience improved customer retention and lowered acquisition costs, as fewer applicants abandoned the process mid-flow. By delivering a compliant, mobile-first, and user-friendly enrollment system, TruConnect not only expanded its impact but also positioned itself as a digital-first leader in telecom services for vulnerable and traditionally hard-to-reach populations.
- Increased enrollment completion rates
- Improved accessibility through multilingual support
- Reduced application errors and delays
- Strengthened TruConnect’s ability to serve underserved communities
Project Review
Scott Ewalt
CXO TruConnect
“The team has done the right amount of research to make good decisions. They created a system that makes enrollment simple and accessible. They turned a frustrating process into one that empowers our users.”
