Linking
T-Mobile
Providing a way for T-Mobile experts to seamlessly share links with customers
I was the lead UX and UI designer for a tool that allows T-Mobile experts to share links with external T-Mobile customers. I worked with Technical Product Managers to guide the product lifecycle, supported the UX research team for usability testing, and collaborated with developers to ensure swift implementation.
Project Tid Bits
Duration
7 months (Jan 2024 - Jul 2024)
Tools
Figma, Figjam, Slack, Microsoft Teams, In-person collaboration & whiteboard sessions
Role
Lead UX/UI Design
Team
UX Design Teammates, UX Researchers, Technical Product Managers, Business Stakeholders, Software Developers
Day in the Life of T-Mobile experts 🧑💻
Imagine this scenario...
Hey, I’m a T-Mobile customer. I’m thinking about upgrading my current plan and I’m calling to see what my options are.
You
Thanks for calling! I would be happy to walk you through various plans. I can also help break down the costs of each and let you know about the benefits of each plan.
T-Mobile Expert
That would be super helpful! Is there any way you could send me these resources so I can reference them in my own time?
You
So, how does an expert send information to a T-Mobile customer?
A current solution exists! But it could be better 🧰
T-Mobile’s existing internal link-sharing capability is quite limited. Experts can only share one link at a time.
Think about the scenario above. The expert might want to send you multiple links to several plans and resources to help your upgrade process. That would mean multiple, repetitive emails or texts in your inbox.
Wouldn’t it be nice to get all that information in one tidy text or email?
DESIGN QUESTION
How might we enable platform-wide link sharing within the T-Mobile intranet so experts can efficiently send several links to customers?
Enter… Share Links 🔗
I designed a feature that exists throughout T-Mobile’s intranet that allows experts to add links from multiple pages in a shopping cart-like experience. Once they are satisfied with their cart, they can complete the flow and send the links to any number of emails and/or phone numbers.
Iteration makes perfect ✨
So, what do experts think? 🙋♀️
I partnered with user researchers to conduct a usability study on the Share Links feature and they came back with some good findings:
Experts appreciated that various, related links were available to add to ‘the cart’ so they didn’t have to hunt for each document
Experts also liked the option to send an email, text, or both
Though liking the feature as a whole, experts would have liked to personalize the message that would get sent to customers.
What about implementation? 👩💻
This feature had many dependencies on the in-progress T-Mobile intranet, so working closely with Product Owners and Software Engineers was paramount for smooth implementation. I worked with the accessibility team to create a robust handoff file with annotations to guide the developers in creating a product aligned with T-Mobile’s design system and accessibility standards.
Wrapping up! ⛅️
During this project, I learned the importance of iteration at all levels. I collaborated closely with Technical Product Managers to understand how the business requirements would inform the Share Links functionality. This process involved extensive iterative wireframing to achieve an optimal, user-centered solution. While I was designing the high-fidelity design, a large improvement was made in the T-Mobile design system which meant a lot of my existing UI had to be modified.
Another intriguing part of this project was the integration with the in-progress T-Mobile intranet. This meant close partnership with other designers who I collaborated with to understand how the Share Links feature would fit into the larger product. Additionally, frequent communication with business partners was crucial to understand how to best configure the Share Links experience.
This project taught me a lot about how to manage product interdependencies, understand technical feasibility, and adhere to an evolving design system. This project was definitely a challenge, and I'm eager to take on more projects like this in the future.