F&BV Digital Profile
Creating a seamless experience
2022, Web, Mobile, App
1 UX Designer
1 Product Owner
1 Project Manager
1 Copywriter
Fall 2022
Figma, FigJam, Asana
My Role
UX Designer
An overview
F&BV Digital Profile (Fraud & Blind Verification) goal was to update the existing line permissions page and experience.

T-Mobile wants to create a single ID for all its products and services. We wanted to change the experience from using MSISDNS (which is your phone number, also referred to as lines) to using T-Mobile IDs.

T-Mobile ID was first used for digital products but will be expanded to cover all of T-Mobile.
The Problem
What we're solving
The User Roles are still connected to a users’ MSISDNs on the back end so we had to create an experience that acted like they were connected to T-Mobile IDs.

A T-Mobile ID can have multiple MSISDNS attached to it, which made designing the experience more complex for users that had more than one line connected to their T-Mobile ID.

If a user had 2+ lines attached to their T-Mobile ID, what User Role would we give that person?
To work through this issue, we had to understand what our decisions would impact and what additional information we needed to monitor and possibly adjust during the decision-making process.
Target Audience
Our target
The Primary Account Holder (PAH) is the owner of the account and has access to everything.
Primary Account Holder
Non Primary Account Holder
To either show them their User Role or everyone's User Role, depending on their Role. None of them can edit their User Role or someone else's User Role.
Design Process
Project Kickoff
UX Research
UX Mockups
Check With Devs
Usability Feedback/Review
Make Updates
Check With Devs
UX Handoff
QA Testing
MVP Launch
An overview
We relied on existing research and data. Since it's confidential information, I cannot share the details but can provide a general overview of the experience.

The team used surveys, unmoderated user testing, tree sorts, and card sorts.
Hard to find for some users.
Users did not like "Line Permissions".
Paint point
User slow at changing their line permission.
Paint point
Paint point
User Roles
Changing the name
After many conversations, we settled on using User Roles as the new title of the page. This was not only updated on this page but across all of T-Mobile. As I said above, it's now its own blade under Profile, outside of Line Settings.

We went with Roles and not Permissions because each role has its own unique permissions associated with it. Permissions can also change over time while the roles will stay the same.

The Four Roles

This is the owner of the account and cannot be given to someone else without the help of care or retail. This is the only person who can change a user's role digitally.
Has a lot of the same permissions as the primary account holder. For this project, they can view every user's role but cannot change any.
Primary Account Holder
This user can see their own role.
Authorized User
Standard User
This user cannot see their role.
Restricted User
On The Page
What's included
Each user role will have a different experience on this page.
T-Mobile ID User Roles
This is the T-Mobile ID section that is editable by the Primary Account holder. Retail is now creating a T-Mobile ID for new users but users can also sign up for a T-Mobile ID online.
Legacy authorized users
This is the section for the legacy system used by retail. This system gives users the Authorized User role that I listed above but is not a part of the digital system. The Primary account holder will have to call care or go to a retail store to get this user removed from this section.
Disable a user's access to web and app
This is the no access feature that I described above. If a user is given no access, they'll retain their user role but will not be able to login into T-Mobile's website or app.
Our Solution
Due to technical limitations limiting how this experience could be designed, I had to work closely with the dev team. Working directly with the dev manager, we communicated on a daily basis over meetings, slacks, and emails to ensure what was designed could be built that created the best experience for users.

After careful consideration and exploring all of our options, we decided to move forward listing all the different phone numbers connected to each T-Mobile ID and update them all to the highest user role whenever a change is made. Therefore, it acts like the T-Mobile ID is what decides the user role even though technically the user roles are still connected to the phone numbers.

To help explain this visually. Let's say John Doe has a T-Mobile ID that has three MSISDNs connected to it.

John Doe's T-Mobile ID -
(555) 555 5555 - Authorized User
(521) 565 7896 - Standard User
(435) 132 6842 -Restricted User

In this scenario even though those three MSISDNs have 3 different user roles, they'll all have the highest user role attached to the T-Mobile ID, which is Authorized User in this scenario when they log in. It gives the facade that the user role is connected to the T-Mobile ID.
The experience
I created four flows from the Primary Account Holder view since they are the only person allowed to make any changes on this page.

1st flow - Primary Account Holder changing a user from Authorized User to Standard User

2nd flow - Primary Account Holder changing a user from Standard User to Authorized User

3rd flow - Primary Account Holder cannot change this user's role due to it being email only

4th flow - Primary Account Holder disabling a user's access to web and app
Final Designs
High fidelity mockups
Primary Account Holder - Profile Page
Primary Account Holder - User Roles Page
Standard User - User Role Page
Authorized - Profile Page
Primary Account Holder - User Role Page
Authorized User - User Role Page
Authorized - Profile Page
Standard User - User Role Page
Restricted User - User Role Page
Make User Authorized User Confirmation Page
Primary Account Holder - User Roles Page, Incomplete Profile
Primary Account Holder - User Roles Page, Disable User's Access
Primary Accoun Holder - User Roles Page, Change User's Role