CHALLENGE

Users had no way to verify their first responder status themselves on Account Hub app (T-Mobile business portal). They had to go to a physical store or call T-Mobile Care in order to achieve that goal. Verifying that status was important to first responders, because it allowed them to continue receiving a discount on their T-Mobile for Business plan.

APPROACH & KEY INSIGHTS

Feedback from the Care team revealed the following insight:​

1. Users want a way to verify first responder status themselves in the business portal. 

2. Visibility of that option should be more prominent in the UI.

SOLUTION

Create an online user flow that allows first responders to independently verify their discount status, without the need to get support from T-Mobile.

PROJECT OVERVIEW

Effort: 2 weeks (duration was several months due to shifting prioritization of the project)

Role: I took the project over from another designer when it was partially completed. I was responsible for:

• finalizing the user flows (for verification and re-verification),

• increasing the visibility of the discount verification availability in the UI,

• finalizing the visual design.

I worked with the original designer to get feedback, with another designer to ensure consistency with the T-Mobile design pattern library, and with a UX writer. I also communicated directly with the product owners and other stakeholders and presented the designs to them for feedback and approval.

Toolkit: stakeholder interviews, user flows, design patterns, prototypes

Deliverables: Adobe XD prototype, documentation for developer handoff, client presentations