Designing a clear, intuitive self-service experience for managing mobile lines, services, usage and account actions across complex customer journeys.
Managing mobile services involves multiple layers of information – lines, packages, usage, SIM cards, account actions and service changes.
The challenge was to organize these complex customer journeys into a clear self-service experience that allows users to understand their account, complete key actions and move between services without unnecessary friction.
We mapped the information architecture and key customer flows before translating them into a clear interface system.
The experience was designed around the actions users actually need to perform – viewing usage, managing lines, changing services, activating SIM cards and navigating account-level actions.
The work connected product thinking, information architecture and interface design into one consistent experience.
The result was a more coherent self-service experience for managing mobile services, lines, devices and account actions across a complex telecom environment.
A consistent information structure, reusable interaction patterns and a unified interface helped turn multiple customer journeys into one connected product experience.
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