Conversation design
Structured intents and responses for carrier-scale support volume.
AI Digital Assistant
Senior UX and product design for T-Mobile's AI-powered digital assistant — shaping how millions of customers get answers, manage accounts, and complete tasks through conversational interfaces.
The challenge
Wireless products span consumer self-service, retail-assisted sales, and enterprise account management. T-Mobile's AI assistant needed to handle high-intent questions — billing, plans, devices, and support — with speed, clarity, and brand-appropriate tone.
Design had to balance automation with transparency: customers should trust what the assistant can do, know when they're talking to AI, and reach a human when it matters.
Approach
- Mapped high-volume intents — billing, upgrades, plan changes, and support escalation
- Designed conversational patterns with clear handoffs between AI and human agents
- Built trust cues — transparency, confirmation states, and error recovery for AI responses
- Collaborated with product and engineering on phased rollout and guardrails
Core contributions
Trust & transparency
Patterns for when AI acts vs. when it defers to human agents.
Brand-aligned UI
Assistant experiences that matched T-Mobile's bold, customer-first positioning.
Outcome
Defined conversational UX patterns for an AI-powered assistant serving one of the nation's largest wireless carriers — reducing friction on high-intent tasks while keeping customers informed and in control.
