In my time at Garrigan Lyman Group, I designed the user experience for dozens of T-Mobile projects. I worked directly with clients from T-Mobile, collaborating closely with them to solve problems and create a better T-Mobile experience. In addition to designing the kiosks, websites, and experiences that you would expect, I also facilitated a two-day user experience strategy workshop with top stakeholders.
T-Mobile had hundreds of possible user experience projects and initiatives, but needed a high-level roadmap of how these projects fit into the holistic customer experience. To address this, I facilitated a two-day discovery workshop that aligned stakeholders to a customer-centric approach designed to drive higher customer satisfaction and retention.
We reviewed user research to identify gaps in the customer journey and then brainstormed projects and features that would make the biggest impact and provide the most value to T-Mobile’s 45 million users.
This tremendously productive workshop yielded a roadmap for a 6, 12, and 18 month timeline, but most importantly, it gained alignment and transparency across T-Mobile business units.