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Welcome to T-Mobile UX
T-Mobile's Frontline Care is the primary interface for customer service representatives (CSRs) to assist customers. The existing system faced challenges such as inefficient navigation, inconsistent information architecture, and a steep learning curve for new users. These issues led to increased call handling times and decreased customer satisfaction.
Problem Statement
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Designing and maintaining UX frontline care wireframes by iOS HIG and magenta brand guidelines
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Migration of UX Pin to Figma
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Quarterly SUS surveys from the retail-care team
Goals
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Improving customer satisfaction and loyalty through the utility, ease of use, and pleasure provided in the interaction with a product.
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Helping teams achieve higher efficiency, consistency, and scalability when building digital products
My Role and Responsibilities
Role:
UX Designer
Timeline:
9 - 12 Months
Tools:
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Figma
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UX pin
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Userzoom
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Zeplin
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Atlassian JIRA
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Adobe Suits
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Slack channels
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Intake management
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Github
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Swift UI designs
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Confluence
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Webex
Responsibilities:
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I create Lo to high the user interface for tablet, website, or other interactive media.
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I collaborate with the product owner, manager, and developers to gather requirements from users before designing ideas that can be communicated using storyboards.
Design process
Stages of my UX design process
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Ensuring projects meet quality and consistency standards
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Ensuring team design solutions without bias and assumptions
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Continuous testing and iteration on many ideas to find the best solution
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I prefer to collaborate between our UX teams and cross-team data
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Reducing the risk of rework by following set protocols like up-to-date information
Empathize
Empathize
Empathize
Empathize
Define
Ideate
Prototype
Test
End results
I learn more about users through testing
I learn more about users through testing
Empathize with users
Testing new ideas for the project
Learning from prototypes to spark new ideas
The test reveals the insights that insight the problems
Empathize
Project Definition & Scope
​The first phase of a UX design process defines the project’s goal and scope with team members and stakeholders from multiple departments–usually consisting of representatives from:
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Business
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Design
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Product
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Technical
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This early design phase aims to identify a problem the new product or feature must solve. The product team also outline the project’s scope, plan, deliverables, and delivery date.
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PXDI - Product, experience, design & innovation
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FP& A - Financial planning and analysis (FP&A)
Define
Understanding the Problem
​I use designing Fig-jam collaboration with cross-team designer and researchers
The goal is to make sure we all are onboarded with our respective tasks
Ideate
User Personas
Retail store manager personas
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In the role - 19years
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Field sales channel - COR top 100
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Store volume - high
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Location - Texas
Goals:
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Performance because there are 15 high-volume stores in my market.
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We are committed to excel and achieve company targets not daily but weekly and monthly
Motivators:
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Love ability to grow and develop my team.
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Enjoy resolving challenges when assisting customers.
"20 years supporting my store and my team in their performance and growth in their development on the individual level and chasing the company's values in action, incorporating values in daily goals that we have committed to. I am not complacent. Every day I am learning something new, so I just want to make sure I am doing a good job "
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COR - Change order request
Intake website for internal services
We build the components to help all designers and developers cross-functionally to use our prepaid and postpaid design wireframes, guidelines, and design standards.
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Materials :
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Design guidelines
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Web components
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Native components
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Submit requests - (i) form field guide (ii) submit requests
Build & Design
​We started by building components following :
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Documentation of style guides
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Action sheets
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Lo-Fi wireframe ideation
Components - Light / Dark Mode
​We need to breakdown components of atomic design:
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Atoms - Represent the basic building blocks of a design system. An example is a button or a text style.
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Molecules - A group of atoms working together as a unit. Molecules are tangible UI elements. For example, a button and text field can be grouped to create a search form.
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Organism - . Atoms and molecules working together in a complex structure. A search field grouped with a navigation bar forms a header organism on a website.
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Templates - Page-level objects placing components into a layout that defines the content structure. For example, taking a header organism and placing it on a homepage template.
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Pages - Instances of templates that represent the final product.
Action Sheets
Test / Survey
Q3 2022 Satisfaction Survey
Background
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Every quarter * a satisfaction survey is sent to our fuser users to gain an understanding of their overall satisfaction with FUSE as a service and the website. This report details information regarding Q3 2022
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The results from this survey with support the onboarding improvements taking place during Q4 2022 in addition to any other recommendations based on the feedback.
Goal + Research Objectives
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Insight into how FUSE as a service, website, and onboarding experience performed during Q3 2022
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Identify if satisfaction results improved in Q3 2022 compared to Q1 2022. If not, then identify why that may be.
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Understand where high-priority areas of improvement are to support Q4 2022 and beyond improvement efforts
Users and research Methodology
Users
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UX designers: 13
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Developers: 2
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Stakeholders: 1
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Others: 0
Research Methodology
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Remote, unmoderated survey via UserZoom
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The survey takes 10mins to complete
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Survey dates: September 15th - September 30th, 2022
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Survey sent via slack channels (#fusers, #fuserdevs, and #nativefuse) + individual slack messages
Satisfaction Regarding
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Fuse as a service
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Fuse website
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Fuse onboarding experience
End Results
Summary
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UX design is more than creating a good-looking interface for a product.
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It's about improving usability, accessibility, and pleasure for the user.
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A UX designer can shape how users not only interact with websites but also how a user feels about a specific product.
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The term "end-to-end user" covers the user's overall experience with a product. It begins when they become aware, continues through their decision to purchase, learning how to use the product, and their ongoing utilization (including upgrades).
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During this journey, product teams must incentivize and maintain loyalty.
