As a visual designer, I recognized the importance of improving the overall customer experience, this project was a bit more personal seeing that it was focused towards users in lower-income areas. The existing system forced customers to endure frustrating experiences, including long queues at local stores or extended wait times on the phone. These inefficiencies resulted in customer dissatisfaction, which in turn increased the likelihood of customer churn.

The primary objectives for the UI re-skin project were as follows:

Enhance the visual appeal of T-Mobile's payment kiosk, creating an inviting and engaging user interface.

Provide customers in lower-income areas with a streamlined payment process, allowing them to pay bills or request extensions without the need for phone calls or physical visits.

Retain customers considering canceling or switching plans by offering lower-tiered plans or additional promotional offers, discouraging customer churn.

To begin, we conducted extensive research to understand the specific pain points and preferences of customers in lower-income areas. We analyzed user feedback, conducted surveys, and performed usability tests to identify areas of improvement within the existing UI.

Using the insights gathered, we began the visual design process, aiming to create a visually captivating UI that simplifies the payment process and supports self-service options. We revised visual elements, optimized navigation, and streamlined payment and support functions to create a cohesive and visually appealing experience.

Throughout the project, we conducted thorough testing to ensure the functionality, usability, and accessibility of the revamped UI across various devices and platforms. User feedback played a crucial role in refining the design and addressing any areas requiring improvement.Due to the pandemic's impact, the company prioritized the rollout of the UI re-skin project in lower income areas. This decision aimed to meet the specific needs of these customers, providing them with convenient and efficient self-service options.

The new UI design significantly enhanced the visual appeal of T-Mobile's mobile application and website. By incorporating aesthetically pleasing visual elements, intuitive layouts, and an engaging color palette, we created an inviting and visually satisfying experience for customers.

With the revamped UI, customers in lower-income areas experienced a seamless and straightforward payment process. They could easily pay their bills, request extensions, and access support without the hassle of waiting in long lines or being on hold. The improved user experience positively influenced customer satisfaction and fostered a stronger bond with the T-Mobile brand.

In response to the evolving needs and circumstances of its customers, T-Mobile introduced three flexible relief payment options within its payment kiosk payment flow. These options provide valuable financial flexibility, allowing customers to navigate challenging times with greater ease and convenience.

Pausing Payments Option: Got some unexpected financial troubles? No worries! With the "Pausing Payments" option in our payment kiosk, you can temporarily suspend payments for a while without any late fees or penalties, giving you some breathing room to get back on track.

Partial Payment Option: Can't pay the full amount right now? No problem! Choose the "Partial Payment" option at our payment kiosk, where you can pay what you can afford, and we'll keep your services active while you work towards settling the rest.

Bill Due Date Extension Option: Need a little extra time to pay your bill? We've got you covered! Request a "Bill Due Date Extension" at our payment kiosk, and we'll give you a short grace period, so you can avoid late fees and keep your services running smoothly.

By enhancing the visual appeal of the payment kiosk through intuitive layouts, engaging colors, and visually pleasing elements, T-Mobile significantly improved the user experience for customers in lower-income areas. This redesign allowed them to pay bills, request extensions, and access support seamlessly without enduring long lines or being placed on hold. As a result, customer satisfaction increased, fostering a stronger bond with the T-Mobile brand. Moreover, by offering lower-tiered plans and additional promotional offers, the company successfully retained customers who were considering canceling or switching plans, effectively reducing customer churn. The accessible and visually appealing UI also addressed trust and tech experience barriers, instilling confidence in customers and bridging the digital divide.