Case Study · T-Mobile · Confidential
Led the account and eCommerce
redesign that shipped in T-Life.
The Situation
T-Mobile's flagship app was customers' top touchpoint and the business's lowest priority. In a six-month span, only one major feature had shipped. The app was fragmented, under-invested, and no one had made it a design priority.
Leading a team of 35, I took on the redesign with a single hero mission and many simultaneous headwinds.
The mission
"Enable customers to do everything our frontline teams can — from a single app."
What made this hard
The work
Five surfaces. One cohesive system.
The team owned end-to-end design across five product areas — each with its own roadmap, stakeholders, and complexity.
eCommerce
Upgrades · Add a line · Trade-in · Promotions · Plans
Switch
Network pass · EasySwitch
Payments & Billing
One-time payment · AutoPay · Bill presentment · Usage
Account
Change plan · Manage add-ons · Settings · Benefits
Core
Sign up & login · Network auth · Search & support · Onboarding
Selected screens
The account management redesign.
The account surface was the most complex — highest traffic, most fragmented, most stakeholder-contested. What shipped became the foundation for the T-Life account experience.
"Thirty-five designers. Five product surfaces. Every headwind you could imagine. The work still proved itself."
Key Results
Despite a fragmented launch, the work moved the needle where it shipped.
5.5→6.0
SUS score — from "Good" to "Excellent" across account management testing rounds
+12%
upper funnel lift for phone upgrades from UX improvements
5
product surfaces redesigned end-to-end by a 35-person team