Simplifying the Bill Experience

I designed a streamlined billing interface that simplified charge breakdowns, minimized confusion, and cut support calls. This transformation doubled user engagement from 7 million to 14 million monthly users while reducing spillover by 8%.

User Need: Make it easy to understand what I owe, why I owe it, and when it’s due.

Business Goal: Improve billing clarity, reduce customer service inquiries, and increase satisfaction.

Team

Lead Designer (me)
Design Program Manager
Product Manager
3 Stakeholders
2 Developers
User Researcher
Accessibility Specialist
Copywriter

Deliverables

User Personas
Competitive Analysis
User Stories & Flows
Customer Journey
Wireframes
User Testing
Visual Design
Prototype

Specifications

Duration

12 weeks

Tools & Software

Figma
Web Design System
Native Design System

Problem

Customers find it difficult to access and understand their bills due to complex login steps and unclear charges, resulting in frustration, delayed payments, and increased support calls.

Challenge

T-Mobile aimed to simplify the billing experience, making it more transparent and easier for customers to understand. This required aligning two distinct design systems, integrating with a newly formed team, and ensuring consistency across web and mobile platforms. Adding to the challenge were unclear charges, inconsistent terminology, and the need to balance leadership’s expectations throughout the process.

Web wrapped experience

Discovery & Exploration

I started by reviewing research archives to understand past user feedback and identify key pain points. Then, I benchmarked direct and indirect competitors to find industry standards and opportunities.

Billing lifecycle customer journey

Billing Inquiries: Around 25–30% of telecom customer support calls are related to billing issues.

Paperless Billing: More than 50% of customers prefer digital or app-based billing.

Transparency: Clear, detailed billing statements improve customer satisfaction and reduce churn.

Mobile Payments: More consumers are adopting in-app payments, increasing engagement.

Personalized Billing: Personalized billing offers improve customer retention and drive upselling.

Competitor research

Defining user’s main goals

Next up: tackling the unauthenticated and authenticated experience. First-time and returning customers have to wade through a maze of steps just to see their bill, and the whole ordeal drives them straight to customer care. It’s a total buzzkill.

Old user flow

My goal was to cut through the noise, ditch the tedious processes, and make it dead simple for users to get the billing info they need—no hoops, no hassle, just smooth sailing

New user flow

Design

Guided by the principles of clarity, consistency, and user-centered design, I collaborated with Product and Engineering leads to explore and test billing layouts, simplified terminology, and improved user flows. Early concept testing provided valuable feedback that validated our direction and sharpened the final design.

Lofidelity explorations

Results

Through a user-centered approach and data-driven refinements, we achieved a billing experience that is clearer, simpler, and more aligned with customer needs. With 14 million monthly Manage tab visitors—half of whom are focused on billing tasks—and spillover calls to support reduced from 8%, our improvements in design clarity and process consistency are showing measurable results.

Visual design

Using insights from user testing, I focused on making it easy for people to review their bills, make payments, and review changes—all while transitioning to a fully native experience that still offers everything they’re used to on the web.

Looking back

This project highlighted the importance of integrating research and engineering collaboration early in the design process. In future projects, I would conduct broader research, including ethnographic studies and direct engagement with support teams, to gain deeper customer insights. Additionally, early engineering involvement would align feasibility with design objectives, preventing late-stage roadblocks.

What I would do next time

AI-driven solutions are set to make billing smarter and smoother. Imagine an AI assistant that explains charges instantly, predictive insights that warn you about your next bill, and dashboards that adapt to your business needs. Throw in real-time fraud alerts, and you’ve got a billing system that works for the customer. With a mix of smart research, solid engineering, and AI magic, the future of billing is all about clarity, efficiency, and happier users without the headache.

B2C • BILLING • PRODUCT STRATEGY

Thanks for visiting! 🙂

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