1. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. MODULE 4 – LESSON 4 STORYBOARD October 18, 2013

2. 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

3. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 3

4. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. MODULE 4 – LESSON 4 October 18, 2013 Developer Note: Use Title Layout

5. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 5 CANNOT CONNECT Developer Note: Use Section Layout

6. 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 Layout Animate the wireless signal

7. 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 Layout Animate the data packets Use generic logos

8. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 8 MySite.org Never Been with Cricket Phones Developer Note: Use Content Layout Animate the data packets Use generic logos

9. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 9 Developer Note: Use Content Layout Animate the data packets Use generic logos

10. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 10 Developer Note: Use Content Layout Animate the data packets Use generic logos Developer Note: Make cell zones transparent to allow map to show through.

11. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 11 What happens here? Developer Note: Use Content Layout Animate the data packets Use generic logos Developer Note: Have question appear 5 seconds after slide start. Animate the phone to go into the area of no coverage.

12. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 12 Without coverage, the customer will not have data service. 1 1 1 1 2 2 2 2 Developer Note: Use Content Layout Animate the phone

13. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 13 Developer Note: Use Content Layout Animate the data packets Use Android network settings screen.

14. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 14 ? Developer Note: Use Content Layout Animate the wireless signal

15. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 15 3G Speed 1XSpeed ? Developer Note: Use Content Layout Animate the time difference between 3G and 1X speeds Time to Download

16. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 16 Question Slide Developer Note: Use Question Layout Create review questions

17. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 17 SLOW SPEED Developer Note: Use Section Layout

18. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 18 Developer Note: Use Content Layout Animate the phone to move through different locations in Chicago.

19. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 19 There is a difference between indoor and outdoor coverage. 1 1 1 1 2 2 2 2 Developer Note: Use Content Layout. Animate the phone to move through different locations. Animate signal differences between Location 1 and Location 2.

20. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 20 Cricket Indoor Coverage Cricket Outdoor Coverage Developer Note: Use Content Layout Animate 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

21. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 21 1 1 1 1 2 2 2 2 3 3 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.

22. 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.

23. 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.

24. This document is confidential and contains proprietary information. © 2013 Cricket Communications, Inc. 24 Question Slide Developer Note: Use Question Layout Create review questions Transition to standard LMS wrap-up slides.