Journey design
Reduced steps in high-volume account, billing, and plan-change flows.
Telecom Platform Design
Product and experience design for telecommunications platforms serving millions of customers — balancing self-service simplicity with the operational complexity of a national carrier.
The challenge
Telecom products touch billing, account management, support, and plan changes — high-anxiety moments where clarity and speed matter. Legacy systems and fragmented touchpoints made it hard for customers to complete tasks without friction.
Design needed to work across channels and device types while meeting business goals around retention, upsell, and support deflection.
Approach
- Audited key customer journeys — activation, billing, plan changes, and support
- Simplified task flows without hiding necessary account detail
- Designed responsive patterns for mobile-first telecom use cases
- Collaborated with product and engineering on phased rollout priorities
Core contributions
Visual clarity
Structured dense telecom data into scannable, actionable layouts.
Platform consistency
Extended patterns across web and app experiences for a national carrier.
Outcome
Simplified high-volume telecom journeys — activation, billing, and plan changes — with patterns that scaled across web and app while supporting retention and support-deflection goals.
