Account Management
T-Mobile Connect Part 2
Overview
In the legacy Account Management Dashboard experience, many critical details and call-to-actions (CTAs) were not properly prioritized, leading to confusion and missed opportunities for self-service.
Goal Solutions:
As part of the broader purchase flow redesign, I revamped the dashboard to better support both post-purchase activity and account management.
Role and Responsibilities: UX Designer: Research, Comp analysis, Design System Implementation, lo and Hi fidelity wireframing, QA oversite,
Collaboration: Product Designer on a three-person design team within a centralized UX hub supporting the broader organization, Product Managers, Project Managers, directors, researchers, ux writer, Marketing, Development
Users: T Mobile Prepaid Customers
Tools: Figma, Miro , UX Pin UserZoom, Adobe
“Can’t manage this mess!“
User story Mapping
Irrelevant Quick Links
The dashboard surfaced quick links that weren’t contextually relevant to the user’s current account state, adding clutter rather than clarity.No Clear “Add a Line” CTA
A key action for growing accounts—adding a new line—was not presented in a clear or discoverable way.
“Cleaning up this mess“
Legacy Dashboard: Outdated UI
The previous version of the Account Dashboard contained several outdated UI patterns and overlooked key user needs. These shortcomings created friction for returning users trying to manage their plans, monitor line status, or complete transactions.
Outdated Alert UI
Alerts were visually understated, making it easy for users to miss important information like renewal deadlines or account issues.Unclear Payment Information
The renewal amount lacked visual prominence and hierarchy,
“Focus on the most important steps and information“
Heuristic Analysis / Editing
Story Mapping Approach:
This visual map helped us isolate critical vs. nice-to-have functionality.
Displaying account and line status upfront, with color-coded indicators.
Clear, persistent payment CTAs (e.g., “Make a Payment,” “Refill Line”).
Messaging around due dates, auto-pay status, and renewal reminders.
User Story Mapping: Account Management
I worked with the Product Manager to map out the basic steps users take when interacting with their accounts post-purchase. This exercise helped us align on key behaviors, clarify goals, and prioritize which features to include in the early sprints.
User Flow Objectives:
Help users understand the status of their account and phone lines at a glance
Make payment actions and due dates highly visible and actionable
Support secondary actions like changing plans, adding lines, or updating payment methods
Account Dashboard: Payments, Plan Management & Line Status
Key improvements Need
Prominent status alerts for phone lines, payment issues, or plan expiration
Streamlined access to key actions like making a payment, refilling a line, or adding a new line
Integration with new plan selection flows, allowing returning users to switch plans or upgrade devices without restarting the purchase process
Responsive design to ensure full functionality across mobile, tablet, and desktop
This redesign ensured that customers had a consistent, frictionless experience—from initial sign-up through long-term service management—all within a unified, branded environment.
“Lets break this down into steps“
“Manage account AND Make a purchase.” $$
Merging the The NEW pruchase flow
purchase flow was designed to integrate seamlessly into the new end-to-end purchasing experience. When logged-in customers take actions such as adding a new line or modifying an existing plan, they are intentionally routed through the enhanced flow to improve awareness and boost conversion.
Plan and Device First Wire User Flow
“Opportunity to upgrade while managing account.” $$
From there, users can:
Select a new plan
Choose to bring their own device (BYOD) or shop for a new phone
Proceed through a streamlined, mobile-first checkout experience
Layout Quick Sketch
Quick Sketch
Entry Points:
“Add a Line” from the Account Dashboard
“Change My Plan” from an active line’s settings
These actions guide users to the newly designed All Plans page, which showcases the full range of prepaid plan offerings—Connect, Simply Prepaid, and Data Plans—in a clear, comparable layout.
Ideation Sketches: Mapping Core Interactions
Once the purchase flow was established, I began sketching out key interactions to visualize how users would move from plan selection to checkout, while also incorporating account management views.
These early wireframe explorations focused on structuring information in a way that was both task-driven and visually scannable.
Key Elements Covered in Sketches
Plans Page to Checkout Flow:
Account Dashboard Integration
Relevant CTAs and Links
Modular UI Thinking
“Clear, Organized, Optomized Dashboard”
New Dashboard UI: Prioritizing Clarity and Service Continuity
The redesigned Account Dashboard was created to surface key information the moment customers land on the page—supporting both proactive account management and service continuity.
Hi- Fidelity Account Dashboard Mockups
Smarter Payment Calculation
To reduce confusion around renewals, the dashboard now automatically calculates the amount needed to continue service. This eliminates guesswork and encourages immediate resolution through an integrated payment CTA.
AutoPay Enrollment Prompt
A persistent and clearly styled AutoPay call-to-action helps users enroll in recurring payments, a key feature for reducing churn and late payments. The CTA is presented contextually, only when AutoPay is not yet active.
Modernized Alerts & Status Indicators
I reworked the alert system to better highlight critical account and phone line statuses, using modern UI patterns and visual hierarchy. This includes color-coded banners and contextual icons to draw attention to:
Line expiration warnings
Payment due alerts
Inactive or suspended service statuses
“Lets think for the user!”
Hi- Fidelity Device listing Mockups
Prioritized Links to New Purchase Flow
For returning users looking to expand their service, I surfaced a prominent “Add a Line” link. This action routes them into the updated, streamlined purchase experience—making it easier to grow their account while staying within the ecosystem.
Account Suspension with an opportunity to restore the account.
“What is your status?”
Account status is clear and actionable
Services suspensions, balance past due
The account is all set and ready for the next renewal date.
This project reinforced the importance of designing account management tools that serve both technical and non-technical users. By prioritizing clarity, proactive insights, and scalable patterns, the final solution transformed complex email performance data into an experience that supports faster decision-making and ongoing account health.
The work demonstrated how thoughtful UX can bridge operational needs and business goals—reducing cognitive load for account managers while increasing confidence and transparency for stakeholders. Most importantly, the solution established a foundation that can scale with additional metrics, domains, and customer needs without sacrificing usability.
This project reflects my approach to enterprise UX: grounding design decisions in real workflows, balancing detail with high-level visibility, and creating systems that help teams act before problems become failures.