T-Mobile

Equipment Installment Plans

June - October 2024

T-Mobile customers do not perceive T-Mobile as a brand that provides benefits or subscription services since there is not a designated platform to showcase offerings.

Magenta Status is a brand new central digital hub where customers can find, activate, and manage their benefits and subscription services. These include their rate plan benefits, Club Magenta perks, T-Mobile Tuesdays promotions, and other subscription services.

Overview

MY ROLE

UX Designer responsible for crafting a brand new experience through user-centric design solutions that enhance the overall user experience from inception to implementation.

CUSTOMER PROBLEMS

Customers found it difficult to understand their installment plan and how much they had left on their leases. This was due to:

  • Information overload: Customers had a hard time finding the information they wanted with the amount being displayed. This made it difficult for them to find things like their balance or how many payments they had left.

  • Repetitive information: Information like “Monthly payments” and the were displayed multiple times throughout the page and cluttered

HOW MIGHT WE

create a simply experience where customers can view information related to their installment plans without having to manually do the math themselves?

Discovery work

BASELINE STUDY

I partnered with a UX Researcher to perform a baseline study to learn how customers are interacting with the current equipment installment plan experience.

  • Participants found it hard to find “Remaining Device Balance” and “Amount Paid”

  • Participants find balance remaining and monthly payment to be the most important part of their installment plan

ACCESSIBILITY AUDIT

I collaborated with an Accessibility Coach to assess whether the current experience complied with WCAG guidelines. From the audit, I learned that

  • The progress bar was not implemented correctly so screenreader users would only hear “indeterminate progress bar indicator”

  • The current experience had links that jumped to the next element on the same page.

UX BENCHMARKING

I conducted UX benchmarking on applications with loans and leases.

PROBLEM STATEMENT

From existing research and the new baseline study, I compiled notes created a customer problem statement.

CRAZY 8’s

I led a Crazy 8's activity designed to swiftly generate ideas from everyone on the team. This activity enabled me to quickly transition into creating low-fidelity designs based on the teams concepts and insights.

I am a T-Mobile customer with an active leased device

I’m trying to view information related to my leased device and potentially make an additional payment

But I’m unable to easily discover my remaining balance, monthly payments, installments, and amount paid

Because the design is cluttered with repetitive and irrelevant information

Which makes me feel confused about where the information is presented, leading me to do my own math and call care for help