T-Mobile App Design

T-Mobile 5G Onboarding/ Acquisition

Today, over 100 million Americans use 5G phones with Verizon and AT&T, but what they may not know is that T-Mobile offers superior 5G performance. T-Mobile's extensive coverage surpasses competitors, offering faster, more reliable service. To showcase this, T-Mobile provides a free trial through their Data Backup program, allowing users to experience the difference firsthand. Additionally, T-Mobile simplifies the switching process with a user-friendly, self-service sign-up flow within their app.

Company

Infosys Limited

My role

Visual Design
‍Product Design

Team

Product Designer
Product Manager
Scrum Team

Duration

4 weeks

Problem

What are we trying to solve for?

Persona

Meet Our Customer

Behavior

- Wants easy to use and functional product
- Has no brand loyalty
- Mostly uses product while on the move (even inside home)

Why T-Mobile?
‍
- Would NOT have to carry car remote as an extra item, T-mobile being a reliable connectivity everywhere she goes
- Would be able to accomplish in-car experience elements remotely using T-Mobile cellular data

Goals
‍
- Make life simpler
- Want technology to fill in personal skill gaps
- Enhanced experience of vehicle for self, family and pets

Frustrations

- Technology that is not easy-to-use or simply doesn't work
- Forgetfulness that leads to being locked outof vehicle
- Cannot find the car when out shopping and network does not work

Anna Dawson is a stay-at-home mom and a soccer coach with two active boys and two large dogs. Anna's busy lifestyle has her in her van, and thus on her phone, quite a bit. She's a bit scattered and has been known to lock herself out of the van or forget where she parked her car. On cold North Texas mornings, she likes to start the van up and get it heated remotely, before the school run. During blisteringTexan Summertime, she hates to get her long-haired dogs into a hot van. Therefore, it is a very important for her to be able to cool the van down remotely before getting in.Anna has a low tolerance for cars and technology connectivity that don't work. She is a "tech-no" that has zero tolerance for a network/ mobile data that does not work.

Flow Observation

What Are the fractions of the flow?

Design Directions

What should be addressed

Offerings

- More memorable branding is required
- Meaningful language should be used for users to easily understand the service and be prepared for the next steps
- Visual representation of different offerings should help differentiate different plans

Avoid Duplicating Info

- Propose a defined content structure- creating duplicate copies irritates user and we can eliminate the un-necessary screens and copies

Service Agreement Missing

- By adding this agreement, we can have permission to use system data to auto fill data. This will be an effective way to save some steps

System Service Agreement

- To make sure that the customer is aware of “what & where” at each step, We have used 3 screens just to determine the device eligibility & to move forward with the process. We can automate this process as well

Account Setup

- Use either cookies or unique identifier (Ex.: Driver’s license scan) to auto fill personal information and could show the verification screen with an edit capability
- Automated system requires manual intervention while installing a secondary carrier there is no need to ask customer to choose a carrier- let the process be automated.