SIM Bulk Upload Project Overview:

Enabling an instant SIM upload experience for customers wanting to transfer their SIM cards on hand to the T-Mobile network using the Account Hub platform. Also, in support of the Sprint migration to the T-Mobile network. This feature will allow users to upload up to 50k lines in one order in a seamless self-serve portal experience.

Project Goals:

Reduce the calls to T-Mobile support from customers as they missed a scheduled SIM upload date and provide them a means to self-serve SIM upload within a 30-day window.

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 management flow

2) Research

User Researcher conducted insightful research on the current bulk SIM uploading experience. A poll was conducted with users stating they would like to see a file upload experience to upload this many lines and SIM numbers into the system. In addition, the research found that most of these users have an excel sheet with this data. These findings were insightful and influenced the pursuit of the design.

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

User Journey

3) Design & Prototype

With insightful user research that influenced our design solution, I began designing and prototyping the bulk-upload purchasing experience. Using the Account Hub style guide and Magenta design system, I quickly put the flow together in hi-fidelity. Every week, we met our stakeholders for review seeking feedback to make improvements towards future approval.

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

4) Testing

After about four weeks of designing, we assembled an interactive prototype ready to put in front of users. Next, we conducted two usability tests with prepared tasks and questions we asked previous users to run us through.

Feedback was insightful and provided further insight into improving our current design and identifying user trouble points. We suggested possible solutions in places where users ran into confusion. For example, a progress bar was mentioned to represent the backend validation process. When suggested this solution to the user, they agreed it would be helpful.

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 department. Once all stakeholders agreed on the project, we handed off the file to the development team. Some minor adjustments were with the development team.