The primary objectives for the UI re-skin project were as follows:
Enhance the visual appeal of T-Mobile's payment kiosk, creating an inviting and engaging user interface.
Provide customers in lower income areas with a streamlined payment process, allowing them to pay bills or request extensions without the need for phone calls or physical visits.
Retain customers considering canceling or switching plans by offering lower tiered plans or additional promotional offers, discouraging customer churn.
To begin, we conducted extensive research to understand the specific pain points and preferences of customers in lower income areas. We analyzed user feedback, conducted surveys, and performed usability tests to identify areas of improvement within the existing UI.
Using the insights gathered, we began the visual design process, aiming to create a visually captivating UI that simplifies the payment process and supports self-service options. We revised visual elements, optimized navigation, and streamlined payment and support functions to create a cohesive and visually appealing experience.
The T-Mobile UI re-skin project provided an exciting opportunity to create an impactful user interface that catered to the unique needs of customers in lower income areas. By focusing on visual appeal, usability, and accessibility, we were able to enhance customer satisfaction, retention, and trust. Our efforts helped alleviate the challenges customers faced in paying their bills and seeking support, transforming their experience into a convenient and visually engaging journey. The T-Mobile UI re-skin project exemplifies the power of design in creating positive change and fostering meaningful connections with users.
*In collaboration with Landor & Fitch (Previously known as Fitch Digital)
