Total Wireless
Background
Total Wireless, a telecom brand known for offering affordable wireless plans, found itself struggling to retain customers in an increasingly competitive market dominated by user-friendly and tech-forward competitors. The existing app design failed to meet the expectations of modern users, leading to confusion, frustration, and high churn rates. The outdated interface and lack of clear navigation undermined the brand’s value proposition of simplicity and affordability, creating a disconnect between its promises and user experience.
Solution
We reimagined the Total Wireless app with a focus on user-centric design. A key part of the redesign was a simple, functional dashboard that allowed users to quickly accomplish tasks like refilling their plan. We revamped critical features, including a more intuitive payment flow and the ability to easily change plans directly in the app. Additionally, we built a comprehensive design library for consistency and scalability while incorporating accessibility annotations to meet ADA standards and ensure usability for all.
To begin, we conducted an in-depth audit of their current app and thoroughly analyzed user data to identify key pain points and opportunities for improvement.
We led an in-person workshop with key team members from Total Wireless to deeply understand user pain points and the functionality limitations of the existing app. Which allowed us to begin sketching.
Dashboard
We discovered that the existing dashboard, menu, and absence of a bottom navigation made it difficult for users to complete their most important tasks efficiently. To address this, we introduced a bottom navigation for intuitive structure and designed a dashboard focused on helping users accomplish key tasks with ease. This allowed us to merge user needs with business goals, creating a seamless experience that drives engagement and retention.
Payment
We designed an intuitive payment flow that makes managing your plan simple and stress-free. By streamlining the process with clear steps and minimal friction, users can quickly pay their bill or enroll in Auto Pay directly from the app.
Design Library
We created a design library to ensure consistency and scalability, allowing the Total Wireless team to easily maintain and evolve the app’s design. Additionally, we incorporated accessibility annotations to meet ADA compliance standards and ensure the app is inclusive and usable for all users.
