5G App Onboarding

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
UX Design
Strategy

Team

Product Designer
Product Manager
Scrum Team

Duration

4 weeks

Analytics Data

Impact

1.7M+ New Customers

Yearly 1.7M+ new customer sign ups

50M+ Downloads

Monthly T-Mobile app downloads

7M+ Marketing Engagement

Monthly 7M+ users clicks on Ads

Strategic Objective

Problem Statement

How might we make switching carriers feel effortless and worthwhile, so users can take advantage of better coverage and technology without the usual hassle?

Final Design

Solution

Feature Highlights

Onboard with T-Mobile 5g

Users are guided through a series of onboarding screens to learn how to set up their account and run a compatibility check. This seamless flow sets clear expectations from the start, helping users feel informed and confident before beginning their trial.

Feature Highlights

eSIM Compatibility Check

T-Mobile leverages eSIM technology to offer a hassle-free trial through its Data Backup program, allowing users to experience the network without leaving their current carrier. The switch is further simplified with a self-service, in-app compatibility check eliminating store visits, SIM cards, and unnecessary friction.

Detailed Case Study below

Persona

Meet Our Customer Anna

Anna is a stay-at-home mom and soccer coach in North Texas with two active boys and two big dogs. She spends a lot of time in her van and on her phone, juggling drop-offs, practices, and pet care. She relies on remote start to heat or cool the van before trips—especially for her dogs—and often needs help locating or unlocking it. She has zero patience for apps or networks that don’t work and avoids anything overly technical.

Busy Mom • "Tech-No"

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 out of vehicle
• Cannot find the car when out shopping and network 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.