UX/UI DESIGN - ENTERPRISE DESIGN - UX RESEARCH

T-Mobile → Crafted an application for business customers that generates reports with a critical emphasis on improved accessibility and usability.

Project Overview

A new reporting micro app will be available to Account hub users and AHUB Care users in order to support customers migrating from Globys/iBilling and Sprint/SBIA customers.This tool will provide access to customers for their billing data (Org level (MCCID, BAN, and Subscribers) which is what they have currently on the Billing micro app and they will also be able to set up a "reporting hierarchy" for their organization.

Role:
Senior UX & UI Designer
User Research

Team:
TFB Design Team (3 Sr. UX /UI Designers)

Tools:
Adobe XD

Project Objectives:
We need to provide a single portal for T-Mobile business customers who access iBilling (Globys) today using a separate login and for customers using a Sprint tool (SBIA) with another login. Eventually, all customers need a T-Mobile-owned reporting solution that can be accessed using our TFB Account Hub self-service portal.

Project Goals:
Customer satisfaction (single login/single portal for all self-service needs vs. 2 portals), reduced calls to care for requests to run reports on customers' behalf (currently care is processing 2,010 recurring reports monthly) - the bulk of which are simple Bill PDF downloads and usage reports.

Design Process

An agile process adapts to the needs of stakeholders and product managers. Collaboration with various stakeholders to ensure we meet all expectations and approval from all teams and departments.

Phase 1: Discovery

During the discovery phase, several meetings took place with stakeholders. Worked with product owners, business owners, developers, product managers, and designers to get a grip on the project objectives, users constraints, pain points, timeline, and performance benchmarks were discussed to define a transparent scope and expectations of work across stakeholders.

Deliverables: Sitemaps, User Journeys, Project Requirements, Project Scope, and Project Delivery Timeline. Visual diagrams of the flow and interface in this stage give the stakeholders an idea of the current flow and experience.

Phase 2: Research

An intensive research phase was put into place. We got hands-on with the current Sprint Globy's reporting application and conducted a user interview with two account managers who use the application frequently.

 I prepared, conducted, and presented the findings for the user interview. I prepared three usability tasks that asked my interviewee to do the walkthrough and provide feedback on what they like and don't like about the current experience. I also prepared 18 questions regarding their experience and what they would like to see in a new application. (Results from the 1st interview are shown below. Insightful feedback was received during these interviews that later influenced the final design.

 Deliverables: Prepared and conducted user interviews and presented research findings to the team. Competitive analysis of similar experiences.

Phase 3:
Design & Prototype

With insightful user research, the team can now start designing and prototyping the micro-reporting app. We quickly put together the screens using the Account Hub style guide and Magenta design system. On a weekly basis, we met our stakeholders for review seeking feedback to make improvements towards future approval.

Deliverables: Wireframes, Low-fi, Hi-fi, and interactive prototypes

Phase 4: Testing

After about four weeks of designing, we put together an interactive prototype that we were ready to put in front of users. First, we conducted two usability tests with the same people we interviewed. Then, we prepared three tasks to walk users through and a series of questions. 

We received insightful feedback from our users that influenced some design changes that improved the application's usability for first-time users.

Phase 5: Final Revisions & Approval

After incorporating changes from user testing, we presented the final prototype to our stakeholders for approval. The project also had to get approved by the design system department, where they assessed accessibility. Once all stakeholders agreed on the project, we handed the file to the development team. Some minor adjustments were made with the development team.

→ mjberg.com@gmail.com
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Matt Julius Rosenberg

→ A Digital Consultant and Product Designer based in New York.

Matthew Julius Rosenberg  @2023