T-Mobile Payments Simplification

The Problem: Paying bills isn't fun. It's even less fun when it's tedious, confusing or frustrating. The last thing people want these days is to have to get on the phone and call customer service just so you can give them your hard-earned cash. When the opportunity came to take this on, I lept at the chance. An experience like this is an extremely critical business capability and it's something that customers interact with very frequently. 

The challenge was to improve an experience that was costing the company millions of dollars in calls to customer service to complete a task that should be simple. Even more confounding to the company was that research was indicating that the previous design was acceptable to customers. Clearly something was amiss.

I had to unravel the mystery of the failing UX. My approach was to take a deep dive into the data with the product owners to discover the true source of the problem. We found that what customers asked for during testing didn’t align to they way they actually behaved in real life. These same customers would call care and get a much simpler, friendlier conversational transaction.

The solution became very obvious. We needed to strip the experience down to the bare essentials to match the conversational method they were used to. In collaboration with my business partners, we completely revised the original strategy to align to this new goal.

The Results: Nothing but phenomenal.

• Increased autopay conversion 111% on app and 81% on mobile.

• Improved time on task by 76.5% for bill payment experiences.

• Realized a savings of almost $32 million per year by reducing calls to care.

Role: Senior UX Design Manager, Experience Designer, Interaction Designer, Visual Designer, Strategy

Skills Used: Identity, Graphic Design, UI, UX, XD, IA, Visual Design, Wireframes, Copywriting, Production Design, Project Management, Strategy