My T-Mobile Payments UX Transformation

The Task:

T-Mobile was looking to disrupt more than just an industry, it was looking to change/simplify/improve everything about how its customers pay for their T-Mobile service.

The Result:

Simplified bill payment flows reduced customer confusion by streamlining the choice of payment options and making paying your bill much simpler and easier.
Redesigned Payment plan flows reduced support costs and reduced customer stress by allowing customers to initiate payment plans themselves, with clearly laid out terms, rather than risk disconnection for non-payment.
Consistently applied UX patterns across the site reduced customer frustration with a clean, simple, easily parsed layout and reduced clutter allowing the customer to quickly view and pay their bill.
Responsive UI lets customers stay on top of their bill by letting them easily schedule one-time payments, setup Autopay, or setup a Payment Plan from any device.

My Role:

I was brought on to help transform how T-Mobile’s customers pay for their services. Underpinning these designs were a number of massive backend overhauls and the scope of the project encompassed nearly every single touchpoint on the My T-Mobile Account and Billing sites. We started with a story mapping process and generated user stories for all of our design flows in order to gain perspective on the requirements for each experience and fully understand the tasks end-users, support reps, and retail reps needed to accomplish. Working closely with product owners, SMEs, and stakeholders, I translated these Journey maps into high fidelity wireframes in Axure and passed off to development teams to build out the functionality.

Skills I used:

• Story/Journey Mapping
• Wireframing
• User Research
• Prototyping
• Design System
• Stakeholder presentation