Challenge:

Create an easy and fast activation experience for prepaid mobile broadband devices.

T-Mobile already had its first version of the activation process and it was a dud. This version suffered from many deficiencies, including slow rendering, a crippled browsing experience, and a marginalization of the user experience to the lowest common denominator phone platform.

Process:

Given that I'd be designing a solution that needed to interface with existing customer and product databases and systems, I first needed to understand the model the client used. I created a flow of the existing experience using screenshots from a new tablet. I shared these flows with stakeholders, to make them aware of the crippled experience customers were having.

Building an HTML prototype, I was able to execute the specific interactions I wanted, while also including the necessary business logic to hide or show options based on prior selections. Doing so made the prototype respond to actual user choices, greatly enhancing the amount and quality of feedback we received in subsequent usability tests.

Result:

The new experience included the full cycle, from the time a user enters the T-Mobile site to make a purchase, receiving the device, activating it (easy and fast) and finally being able to use it from anyplace at anytime.

Working closely with the company in charge of T-Mobile's finances, I was able to create options that saved money for people, increasing the customer loyalty.

My role in this project consisted of everything from the left to the right brain of UX design. I collaborated closely in an agile environment with a business analyst, visual designers, project managers, as well as project leaders at Vesta (who were in charge of T-Mobile's finances) and business executives.

  • UX Architect; 2011