T-Mobile asked me to take a look at the Add a Line flow and see if there were ways to improve the experience.
The previous experience for adding a line was confusing and ugly. The challenge was that when users initiated the Add-A-Line flow, they were directed to an antiquated system where it is difficult to make changes.
To solve this problem, we created a new landing page that bypassed the first few pages of the flow on the old system. We took the key decisions that a user needed to make and used progressive disclosure to lead the user through the process with far less confusion.
After a few rounds of iteration, we landed on a final design.
The new design resulted in a significant reduction in calls to care and served as a new design pattern for additional offers that impact the Add-A-Line flow.