T-Mobile
Bring Your Phone Number
Situation For phase 2 update of the Metro’s eCommerce website, the next step was adding the experience to bring in your phone number from your previous carrier or porting in your phone number. After research and data taken based on current users and competitors, we had to establish the various flows a new customer might take and how to best help their experience with the least amount of friction points.
ROLE
UX/UI Designer
TOOLS
AdobeXD, Figma, Figjam
DURATION
3 Months
The challenge
The main task is to create an easy to understand feature to help new customers to bring their phone number to T-Mobile online.
The constaints
1
Create a seamless change with what is the current experience for customers
2
Explain to the customers how it works to bring in their own number
3
Keep new designs aligned with current design systems and accessibility
My Role
As the UX/UI designer for this project, my role was to collaborate with the senior designer as the lead. I created the flows for happy path meaning the user was able to bring their phone number easily with purchase of new phone. After the happy path we had two other paths to create: one for a delay in bringing in the number and one for an error and not being about to bring the number over to Metro PCs. Before handing off final designs to development, I was in charge of presenting to the accessibility and design system teams to make sure we have a cohesive experience in what already established on the Metro’s site.
Brainstorms &
Working Sessions
Our researcher gave a read out presentation of the data she collected on how Metro’s customers feel about the eCommerce site functionality. With videos of the customers doing a usabilty test of the prototype, first initial change was they had no idea what “porting in phone number” meant so going forward we kept the language as simple as keep and bring your phone number. Other than the language confusion, the user easily accomplished the simple task of bringing their number over.
I don't understand what "port in your number" means.
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User Testing
A big part of the research conducted used Metro users to see if they understood the basic flow of how to "port in" or bring in their phone number.
It was determined that a lot simpler language was necessary to get the point across on what to do. Our copy writer was my partner for this exercise.
Result
After this feature was live, we successfully established a new way of working with engineering. By bringing product owners and engineers earlier on, collaboration and process went much more smoothly.
New feature brought more customers to bring in their phones for a new service at Metro by T-Mobile.
Next Steps
Next steps were to come up with email communication for instances were the action was denied or delayed, helping the customer on next steps.
