Senior Product Designer
T-Mobile Free Trial Experience Redesign
Reframed T-Mobile's 30-day Free Trial as a journey of trust — turning a steep activation drop-off into an emotionally supported, guided onboarding inside the T-Life app.
Role
Senior Product Designer
Duration
Sep 2024 – Feb 2025 · 6 months
Platforms
T-Life iOS & Android
TOOLS
Figma
The challenge
Strong interest in the Free Trial wasn't translating into activations. Users dropped off well before reaching eSIM setup — and the ones who pushed through often did so with hesitation. The real gap wasn't technical, it was emotional: the experience didn't feel safe enough to trust.
Approach
- 01Mapped the full activation funnel with analytics + qualitative interviews to find emotional, not just technical, friction points.
- 02Restructured eligibility, compatibility and eSIM steps into a single guided flow with progressive disclosure and recovery paths.
- 03Wrote supportive microcopy with content design — replacing technical jargon with reassurance at every fail state.
- 04Prototyped parity between iOS and Android, closing the platform experience gap.
Want the full story?
The deeper case study includes the research process, competitive audit, screen-by-screen audit of the original experience, survey findings, and final design rationale. Available on request.