T-Mobile

Strategy & alignment

Aligned strategic direction across all organizational levels, from frontline managers to executives. Worked cross-functionally with product managers, researchers, and engineers to navigate the complexity of enterprise-wide system unification and secure buy-in throughout the organization.

Collaborated with research teams to create extensive research prototypes that facilitated usability testing and user research. Established clear learning goals with the research team and implemented iterative feedback loops to refine and validate designs throughout the development process.

Conducted comprehensive documentation of existing architecture, information structure, and templates to understand the full spectrum of UX journeys across multiple touchpoints. This enabled us to identify pain points, inconsistencies, and opportunities to streamline the experience across user types and personas.

Navigation

Global navigation empowered power users who rely on M-Pulse as their primary tool, while role-based navigation customization streamlined the experience for general corporate users by surfacing the most relevant content for their specific needs—without ever restricting access to other areas of the platform.

Templates

Restructured content around practical user needs to improve overall user experience. This included implementing intuitive on-page navigation, enhancing scannability and findability of information, and organizing content around specific use cases that aligned with how employees actually performed their daily tasks.

Resulting impact

The unified platform delivered significant organizational value, reducing time-on-task by up to 8 minutes per user interaction. This efficiency gain contributed to approximately $50 million in savings through streamlined workflows, technology efficiencies, and reduced employee turnover across T-Mobile‘s 90,000-person workforce.