T-Mobile

Data wars are real. To tear subscribers away from competitors, T-Mobile launched its “Switch” campaign, making attractive offers and promising a pain-free transition from existing networks onto T-Mobile’s. I led the UX and UI efforts in bringing that transition experience to life, offering users a multi-step app journey that allowed them to pick a new T-Mobile plan, make detailed account selections, supply critical information, and finalize their decision to switch.

The experience consisted of extremely complex flow logic and over 50 different user states and journey touchpoints- of course, simplified into 4 easy steps for users to complete as they made the switch within T-Mobile’s flagship app.

Results
This project was the first key workstream with VML’s $100 million T-Mobile client relationship and paved the way for a wide range of new greenlighted project efforts from the client team. The Switch App launch sparked news headlines as one of the first mobile carrier processes that made the switching process tolerable (and dare we say fun, with some of the illustrations we added). This functionality continues to live in the T-Mobile app today and assists many thousands of users in their mobile journey.

Team: Adam Harper, Eddie Miranda, Rosie McGuire, Josey Yun

Deliverables & Contributions:
UX & UI lead, project oversight & client relations