Challenge

Design the mobile app to be the best way to engage with T-Mobile,

by making it relentlessly simple, delightfully personal, and unapologetically human;

measured by customer effort, engagement, and feature adoption (KPI’s set internally).

Duration

3 months

Users

Authenticated T-Mobile customers

Disciplines

UX / UI / IxD

200+ million rows of data from mobile events daily.

Data science & analysis used to drive design decisions such as the main navigation.

75% reduction of steps to report a phone lost.

We drastically reduced the common customer tasks to lower cognitive loads through task analysis.

200+ million rows of data from mobile events daily.

Data science & analysis used to drive design decisions such as the main navigation.

Stakeholder alignment

Agile methodology

Ongoing design reviews with Product, Marketing, Business, and Engineering to incorporate feedback into iterative designs.

Aligned our design milestones with Engineering’s 2 week sprints and monthly User Research usability sessions.

$4 per call saved

The biggest KPI to measure for the mobile app is reducing the amount of support calls to impact the bottom line.

T-Mobile has a best-in-class customer support chatting experience. We included this in the top navigation as the primary way to reach support.

Ask about my involvement in T-Mobile's GLUE, their global design language