overview
|
Getting your telephone bill can be overwhelming, especially when the total is higher than than expected. T-Mobile found that the text and data-heavy paper bill was the source of a lot of customer confusion and pain points.
So they asked the Garrigan Lyman Group to redesign it. GLG did hours of user research to determine what users want to see, and how to lay that information out in a simple and intuitive way. |
|
The challenge:
|
Make the online bill match the newly redesigned paper bill, while leveraging the power of web interactions.
|
role: |
UX designer
|
tools: |
Axure, PowerPoint, Usability Labs
|
Research
Taking into account the learnings from the paper bill studies, I tried to match the style in the web interface where it made sense. In addition, the client, T-Mobile, has excellent usability labs which I was fortunate to have access to for this project. We were able to quickly iterate and retest multiple design explorations to validate our hypotheses.
Since I had a couple of design concepts, I built multiple Axure prototypes and ran them through the lab. After three months of studies, we settled on a final design.
design
The digital bill has the advantage of hiding and revealing extra information, which makes it easier to organize the data in a way that a user can find what they need WHEN they need it. We stripped out only the most vital information and highlighted the things users want to know.
|
The designs were created with a mobile-first mentality to ensure experience was excellent on any device. The comps were then fully annotated and sent to the development team for implementation. Our team worked closely with the dev team to account for unforeseen development questions.
|
Impact
After the launch, T-Mobile saw considerably fewer calls to Customer Care. (Which was the primary goal of the redesign.)
We also made sure to enable telemetry on the page so that we could test iterative designs in the future.
We also made sure to enable telemetry on the page so that we could test iterative designs in the future.
Learnings
I learned a lot from this project about how to iterate based on user feedback. There were lots of small changes that were implemented throughout the usability test, each design becoming incrementally better than the last. I had to sacrifice style for usability on more than one occasion, but the end product was something that I was ultimately proud of.