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T-Mobile

Designed reporting application for Account Hub

Account Hub Platform Overview:

Worked as a Senior UX Designer for Wongdoody at T-Mobile to improve the TFB Account Hub application for business customers. Over the past four years, Account Hub has grown its customer base and is undergoing advancements to deliver a robust user experience to its current users and migrating sprint customers. During my contract, I worked on several projects such as micro apps, bulk uploads, and reporting apps that improved the usability and functionality of the enterprise platform for their customers.

These projects are protected under NDA. No images of the projects can be shared.

Account Hub


Micro Reporting Application Project Overview:

A new reporting micro app will be available to Account hub users and AHUB Care users in order to support customers migrating from Globys/iBilling and Sprint/SBIA customers.This tool will provide access to customers for their billing data (Org level (MCCID, BAN, and Subscribers) which is what they have currently on the Billing micro app and they will also be able to set up a "reporting hierarchy" for their organization.


Role:
  • Senior UX & UI Designer

  • User Research


Team:
  • TFB Design Team (3 Sr. UX /UI Designers)


Tools:
  • Adobe XD

Project Objectives:

We need to provide a single portal for T-Mobile business customers who access iBilling (Globys) today using a separate login and for customers using a Sprint tool (SBIA) with another login. Eventually, all customers need a T-Mobile-owned reporting solution that can be accessed using our TFB Account Hub self-service portal.


Project Goals:

Customer satisfaction (single login/single portal for all self-service needs vs. 2 portals), reduced calls to care for requests to run reports on customers' behalf (currently care is processing 2,010 recurring reports monthly) - the bulk of which are simple Bill PDF downloads and usage reports.


 

Account Hub



Design Process

An agile process adapts to the needs of stakeholders and product managers. Collaboration with various stakeholders to ensure we meet all expectations and approval from all teams and departments.


1) Discovery

During the discovery phase, several meetings took place with stakeholders. Worked with product owners, business owners, developers, product managers, and designers to get a grip on the project objectives, users, constraints, pain points, timeline, and performance benchmarks were discussed to define a transparent scope and expectations of work across stakeholders.

Deliverables: Sitemaps, User Journeys, Project Requirements, Project Scope, and Project Delivery Timeline. Visual diagrams of the flow and interface in this stage give the stakeholders an idea of the current flow and experience.



Project Timeline



2) Research

An intensive research phase was put into place. We got hands-on with the current Sprint Globy's reporting application and conducted a user interview with two account managers who use the application frequently.


I prepared, conducted, and presented the findings for the user interview. I prepared three usability tasks that asked my interviewee to do the walkthrough and provide feedback on what they like and don't like about the current experience. I also prepared 18 questions regarding their experience and what they would like to see in a new application. (Results from the 1st interview are shown below. Insightful feedback was received during these interviews that later influenced the final design.


Deliverables: Prepared and conducted user interviews and presented research findings to the team. Competitive analysis of similar experiences.







Results from User Interview
.pdf
Download PDF • 184KB



3) Design & Prototype

With insightful user research, the team can now start designing and prototyping the micro-reporting app. We quickly put together the screens using the Account Hub style guide and Magenta design system. On a weekly basis, we met our stakeholders for review seeking feedback to make improvements towards future approval.


Deliverables: Wireframes, Low-fi, Hi-fi, and interactive prototypes

Edit report - Wireframe



Select a report - Wireframe


Report - Wireframe



4) Testing

After about four weeks of designing, we put together an interactive prototype that we were ready to put in front of users. First, we conducted two usability tests with the same people we interviewed. Then, we prepared three tasks for the user to walk users through and a series of questions.


We received insightful feedback from our users that influenced some design changes that improved the application's usability for first-time users.



5) Final Revisions and Approval

After incorporating changes from user testing, we presented the final prototype to our stakeholders for approval. The project also had to get approved by the design system department, where they assessed accessibility. Once all stakeholders agreed on the project, we handed the file to the development team. Some minor adjustments were with the development team.




Homepage Reporting App - Low Fi