CHALLENGE

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 The outdated interface and lack of clear navigation undermined the brand’s value proposition of simplicity and affordability, creating a disconnect between its promises and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

To address these challenges, we reimagined the Total Wireless app with a focus on user-centric design and streamlined functionality. A key aspect of the redesign was creating a simple, functional dashboard that allowed users to quickly and effortlessly accomplish what they came to the app for— like refilling their plan. We also revamped critical features like the payment flow, making it more intuitive and seamless, and introduced the ability to easily change plans directly within the app. Along the way, we built a comprehensive design library to ensure consistency and scalability, enabling the Total Wireless team to maintain and evolve the app’s design with ease. We incorporated accessibility annotations throughout the design process, ensuring the app met ADA compliance standards and was accessible to all users, regardless of their abilities.