T-Mobile

November 2022 – October 2023

Led the User Experience Design (XD) for the Self-Service Portal team, overseeing the coordination, execution, and delivery of all design initiatives. Managed task delegation to ensure timely completion of design work.
Conducted comprehensive UX activities, including wireframes and user flows, as well as UI tasks such as creating high-fidelity mockups and branded interfaces and experiences.

Vision & Goals

T-Mobile’s and Salesforce’s vision with Project Steel-Thread was to deliver a transformative
end-to-end experience.
Enable seamless interactions between frontline employees and customers within one ecosystem.
The goal was to create a flexible, scalable seller and customer experiences that seamlessly guide users from prospecting and order processing through to comprehensive support.
This project with T-Mobile ultimately won the FY24 Professional Services “Living Our Values” Award.

Business & Technical Challenges

Addressing Portals: Ensure seamless integration and user experience across multiple customer and partner portals.
Government Compliance: Adhere to strict regulatory requirements and maintaining compliance with government standards.
Bulk Capabilities: Develop robust systems to handle large volumes of data and transactions.
Ordering: Streamline the ordering process to enhance accuracy and reduce processing time.
Reporting Systems Performance: Implement advanced analytics to monitor and optimize
system performance in real-time.
Automation: Leverage automation to improve efficiency and reduce manual intervention.

Human-Centered Methodologies

We continuously Aligned, through the Discovery, Definition, Design, Delivery and Deployment,
all the while focused on scaling our customers onto the platform.
Established an experience led Human-Centered design process, incorporating user research, usability testing, and continuous feedback from inception to launch.
Conducted user research, analyzed and synthesized insights across key user groups and improvement areas.
Supported project delivery and implementation by building the foundation to iterate quickly
on design iterations, prototyping, and usability testing.

One Unified Platform and Experience

The proposed solution was to design and build a transformative end-to-end experience that enables seamless frontline and customer interactions in a single unified ecosystem.
The unified Customer Journey would include:
- Streamlined Sales Motion
- Integrated Catalog & Quoting
- Standardized Contracting
- Enterprise-grade Billing & Reporting
- Real-time Account Management
- First-class Customer Support
These enhancements would lead to:
- Decreased Churn
- Lower Cost of Care
- Higher ARPU
- Operational Efficiencies

Crafting Expert Solutions with Precision

Led the design efforts on over 192 user stories and features across 18 different sprints within 4 PI’s.
The Design work involved close collaboration and management of a junior designer from Accenture.
This initiative was also a collaboration between the Portal Experience Design (XD) team and a broader group consisting of Business and Technical Architects, Platform Developers, Leadership, and executive-level stakeholders.

Building the Foundation to Scale Quickly

Advocated and customized best practices for the Self-Service Portal team, which were subsequently adopted by other teams, fostering alignment and reducing conflicts across the entire project.
Established a streamlined hand-off process to developers, which was later embraced by
teams beyond the Self-Service Portal team.
Proactively created comprehensive deck templates at the project’s inception, facilitating consistent presentations to executive leadership and stakeholders, including during Program Increment (PI) Planning sessions.
Developed and implemented a standardization protocol for project Figma files, ensuring organizational consistency and efficiency.

Experience-Led Conversations

As a key member of the Portal team, the Experience Design team consistently played a central role, leading collaborative efforts, driving conversations, and ensuring client satisfaction.
Fostered strong relationships and maintained continuous communication with T-Mobile Business stakeholders and Salesforce project leadership.
Traveled to the T-Mobile campus in Bellevue, Washington several times and actively participated in onsite PI planning events, engaging in strategic discussions with T-Mobile and Salesforce leadership to assist in the planning and prioritization of upcoming releases.
Orchestrated the coordination among various stakeholders to ensure the Experience Design team received the necessary information to effectively execute feature and user story work.

Collab to Craft Innovative & Tailored Solutions

Facilitated scheduled hand-offs and conducted weekly presentations to clients, internal stakeholders, and offshore developers to ensure alignment and maintain awareness of project progress.
Collaborated closely with Technical/Solution Architects, as well as onshore/offshore Developers, to consult on constraints and validate the feasibility of solutions.
Served as a trusted advisor to fellow designers, both within and outside the Portal Team, providing guidance and acting as a primary source of knowledge.
Directed colleagues to appropriate resources or experts when unable to personally address their inquiries, ensuring they received the necessary information.

Crafting Seamless Journeys

Spearheaded the design and maintenance of a comprehensive end-to-end interactive prototype for executive stakeholders, seamlessly integrating all epics and features into a unified shopping and checkout flow.
Delivered detailed walkthroughs of the enhanced end-to-end shopping and cart experiences on the Self-Service portal, empowering customers with greater control and governance over their accounts.