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Introducing T-Mobile IDs
Introducing T-Mobile IDs
Introducing T-Mobile IDs
Introducing T-Mobile IDs
Introducing T-Mobile IDs
The F&BV Digital Profile project aimed to update the existing line permissions page and overall user experience. The focus was on transitioning from using MSISDNs (phone numbers) to T-Mobile IDs, paving the way for T-Mobile IDs to be used for all T-Mobile products and services.
There are 4 different roles every user can have which are primary account holder, authorized user, standard user, restricted user
The F&BV Digital Profile project aimed to update the existing line permissions page and overall user experience. The focus was on transitioning from using MSISDNs (phone numbers) to T-Mobile IDs, paving the way for T-Mobile IDs to be used for all T-Mobile products and services.
There are 4 different roles every user can have which are primary account holder, authorized user, standard user, restricted user
The F&BV Digital Profile project aimed to update the existing line permissions page and overall user experience. The focus was on transitioning from using MSISDNs (phone numbers) to T-Mobile IDs, paving the way for T-Mobile IDs to be used for all T-Mobile products and services.
There are 4 different roles every user can have which are primary account holder, authorized user, standard user, restricted user
The F&BV Digital Profile project aimed to update the existing line permissions page and overall user experience. The focus was on transitioning from using MSISDNs (phone numbers) to T-Mobile IDs, paving the way for T-Mobile IDs to be used for all T-Mobile products and services.
There are 4 different roles every user can have which are primary account holder, authorized user, standard user, restricted user
The F&BV Digital Profile project aimed to update the existing line permissions page and overall user experience. The focus was on transitioning from using MSISDNs (phone numbers) to T-Mobile IDs, paving the way for T-Mobile IDs to be used for all T-Mobile products and services.
There are 4 different roles every user can have which are primary account holder, authorized user, standard user, restricted user
2022
Timeline
UX Designer
My Role
Dev Manager, Product Owner, Project Manager, Copywriter
Dev Manager, Product Owner, Project Manager, Copywriter
Dev Manager, Product Owner, Project Manager, Copywriter
Dev Manager, Product Owner, Project Manager, Copywriter
The Team
Mobile view of the different T-Mobile ID user role pages.
Streamline account management with T-Mobile IDs
Streamline account management with T-Mobile IDs
The primary objective was to enhance the line permissions page and overall experience by transitioning to T-Mobile IDs for all customers to create a unified sign-on experience.
This transition allowed customers, including those without traditional phone numbers—such as T-Mobile Home Internet users—to manage their accounts seamlessly.
The primary objective was to enhance the line permissions page and overall experience by transitioning to T-Mobile IDs for all customers to create a unified sign-on experience.
This transition allowed customers, including those without traditional phone numbers—such as T-Mobile Home Internet users—to manage their accounts seamlessly.
Tackling T-Mobile ID integration
Tackling T-Mobile ID integration
On the backend, user roles were still connected to MSISDNs, so we needed to create an experience that not only appeared but worked as though they were linked to T-Mobile IDs. The complexity increased for users with multiple lines attached to their T-Mobile ID, as we had to determine how to assign appropriate user roles to these users. For instance, when a user had two or more lines linked to their T-Mobile ID, we had to carefully design the experience to handle multiple MSISDNs and determine the suitable user role for them.
On the backend, user roles were still connected to MSISDNs, so we needed to create an experience that not only appeared but worked as though they were linked to T-Mobile IDs. The complexity increased for users with multiple lines attached to their T-Mobile ID, as we had to determine how to assign appropriate user roles to these users. For instance, when a user had two or more lines linked to their T-Mobile ID, we had to carefully design the experience to handle multiple MSISDNs and determine the suitable user role for them.
Web view of the different T-Mobile ID user role pages.
Our approach
Our approach
Reimagining the scope
This project started with tight deadlines and a limited budget, initially scoped as a UI update for a single page. Upon joining, I recognized that simply updating the UI wouldn’t deliver the intended results; the functionality needed to change, not just the design. I demonstrated to stakeholders that updating only the visuals wouldn’t support the new experience they were aiming for, as the old design would no longer work with the updated functionality.
Understanding user roles
Drawing on previous research, I gained insight into users’ preferred terminology for different roles, each requiring a unique experience based on access level—for example, full privileges for the main account holder, while restricted users couldn’t view their role.
Collaborating for success
Due to technical constraints, close collaboration with the development team was essential. I coordinated daily with the dev manager through meetings, Slack, and email to ensure the design aligned with user needs.
Exploring solutions
We explored several approaches, including displaying each phone number individually, which would result in the same T-Mobile ID appearing multiple times. However, this and other alternatives were either technically unfeasible or didn’t provide the seamless experience we wanted.
Finalizing the approach
After careful consideration, we decided to list all phone numbers associated with each T-Mobile ID together and to update them all to the highest user role whenever a change was made. This approach created the appearance that the T-Mobile ID itself determined user roles, even though roles remained technically linked to individual phone numbers.
Reimagining the scope
This project started with tight deadlines and a limited budget, initially scoped as a UI update for a single page. Upon joining, I recognized that simply updating the UI wouldn’t deliver the intended results; the functionality needed to change, not just the design. I demonstrated to stakeholders that updating only the visuals wouldn’t support the new experience they were aiming for, as the old design would no longer work with the updated functionality.
Understanding user roles
Drawing on previous research, I gained insight into users’ preferred terminology for different roles, each requiring a unique experience based on access level—for example, full privileges for the main account holder, while restricted users couldn’t view their role.
Collaborating for success
Due to technical constraints, close collaboration with the development team was essential. I coordinated daily with the dev manager through meetings, Slack, and email to ensure the design aligned with user needs.
Exploring solutions
We explored several approaches, including displaying each phone number individually, which would result in the same T-Mobile ID appearing multiple times. However, this and other alternatives were either technically unfeasible or didn’t provide the seamless experience we wanted.
Finalizing the approach
After careful consideration, we decided to list all phone numbers associated with each T-Mobile ID together and to update them all to the highest user role whenever a change was made. This approach created the appearance that the T-Mobile ID itself determined user roles, even though roles remained technically linked to individual phone numbers.
Different pages from the web experience. Profile page, disable user's access, failed user role change, authorized user confirmation.
Legacy authorized users
Legacy authorized users
This section is only on some accounts that were created by a retail store in the past. It's an old system that's been replaced but hasn't been fully phased out yet. No user can edit someone's role in this section, they must call support or go to a T-Mobile store for help. Not a common occurrence but something we had to account for.
This section is only on some accounts that were created by a retail store in the past. It's an old system that's been replaced but hasn't been fully phased out yet. No user can edit someone's role in this section, they must call support or go to a T-Mobile store for help. Not a common occurrence but something we had to account for.
Disabling a user's access
Disabling a user's access
Another feature on this page is called "disable user's access to web and app" which is a feature created in case someone's phone is lost, stolen or compromised. The primary account holder can disable that person's access to their T-Mobile account on the web and app, stopping any unwanted person from getting into the account.
Of course, T-Mobile would do this for them as well, it's an added feature and in my opinion, something that creates peace of mind knowing you can quickly ensure your account is safe at a moment's notice.
Another feature on this page is called "disable user's access to web and app" which is a feature created in case someone's phone is lost, stolen or compromised. The primary account holder can disable that person's access to their T-Mobile account on the web and app, stopping any unwanted person from getting into the account.
Of course, T-Mobile would do this for them as well, it's an added feature and in my opinion, something that creates peace of mind knowing you can quickly ensure your account is safe at a moment's notice.
Profile page on iOS and Android for the four different user roles.
Our success
My contract ended right at the completion of this project with T-Mobile, so I don’t have access to any results from the project and didn't grab copies of the old experience to show the difference. What I do know is that this project enabled T-Mobile to kickstart its push to use T-Mobile IDs across all of T-Mobile; previously, it was only for T-Mobile Digital.
T-Mobile comprises T-Mobile Digital, Retail, and Business.
