T-Mobile.com Returns Hub
T-Mobile.com Returns Hub: Overview
Role: Experience Strategist, Experience Design Lead, Art Director
T-Mobile came to my team with a problem: they wanted to promote a new return policy. T-Mobile was so confident that customers would be satisfied with their service, they would make a bold promise: if customers changed their mind, they could return their phones and cancel service, hassle-free. On top of that, T-Mobile would pay their way back to their old carrier.
The ask of my team was to simply promote the new policy.
But during discovery, I uncovered a larger challenge: T-Mobile's current return process was hard to find, confusing, and complicated. If we ever hoped to deliver on the promise of hassle-free returns, T-Mobile would have to make it easier for customers to make returns and exchanges.
Discovery, Research + Strategy
As part of the discovery phase, I researched and documented the existing return process.
After interviewing stakeholders and assessing feasibility, I then mapped out an easier return process. The new process called for:
- coordinated pathways to the returns hub,
- easy to use online return and exchange tools,
- cross-device accessibility, and
- an email communication strategy.
In order to align stakeholders and the project team, and to provide a common language to talk about the project, I developed a summary of the project, in the form of an elevator speech.
Experience Principles and Design Criteria
Using the brand strategy's guiding principles of Simple, Transparent, Relevant and Helpful, I developed experience principles and design criteria to align the team and provide direction to design.
Information Architecture and Interaction Design
To accommodate a short timeline, we iteratively designed and tested, incorporating feedback into subsequent designs.
Beginning with a thorough content inventory and task analysis, I analyzed and identified the optimal user flows in the returns hub.
Low Fidelity Designs
After a few collaborative sketching sessions with the team, I quickly created a low-fidelity prototype.
I used this prototype to gain consensus wth thte client and the team, and to form a common understanding of the hub's goals and objectives.
Higher Fidelity Designs
After iterating on designs a few times, I was ready to work with Brand to put together a higher fidelity prototype.