Boost Mobile

Boost Mobile Image
Sector
Telecommunication
My Role
As the lead for user design and research, my primary objective was to understand existing pain points and identify areas for improvement across Boost Mobile’s unified platform, following the merger of prepaid and postpaid services. I conducted a comprehensive UX audit, implemented an enterprise design system to improve consistency and scalability, optimized eCommerce flows through A/B testing and analytics, and orchestrated multi-channel user experiences with cross-functional teams. My role combined hands-on design leadership with strategic oversight, ensuring design improvements enhanced both the user experience and business outcomes.
Project Duration
On-going

Project Overview

Following the merger of prepaid and postpaid services, the project focused on optimizing the digital experience across web and mobile platforms. Objectives included identifying post-merger pain points, streamlining navigation and information architecture, and creating a cohesive, seamless, and scalable journey for all users. Efforts included UX audits, navigation redesign, design system improvements, A/B testing, and multi-channel orchestration to ensure seamless, measurable experiences.

UX Audit

A comprehensive UX audit analyzed behavioral and analytical data, evaluated experiences against UX heuristics, and conducted competitive analysis to identify gaps and opportunities. The audit revealed areas of friction across navigation, conversion flows, and content presentation, providing a data-driven foundation for design and feature enhancements.

UX Audit

Design Evaluations

A design workshop was conducted with cross-functional teams to identify inconsistencies and user pain points. Findings were grouped into clusters of common themes and prioritized based on effort and impact. This collaborative approach ensured team members felt invested in improving the look and feel of the product, while giving them a voice in shaping the design and overall user experience.

Design Audit

Design System Reevaluation

The design system was revamped in close collaboration with the authoring and development teams to improve workflows, reduce design and technical debt, and enhance consistency and scalability. This enabled efficient implementation across both service models and future expansions.

Design System

Navigational and Information Architecture Assessment

Navigation and information architecture were refined to create a seamless experience across prepaid and postpaid services. The redesign improved scalability for future product categories, enhanced conversion paths, and integrated key features such as promotions and plan comparison directly into the user experience, which were identified as main drivers for engagement.

Megamenu

Multi-Channel Experience Orchestration

Using service design principles, cross-functional initiatives focused on guiding users back to the “happy path,” recognizing that not all users navigate the experience in the same way. Collaborative efforts with multiple teams optimized end-to-end flows across web and mobile channels while meeting OKRs and KPIs.

Service Design

Proactive Updates and A/B Testing

A/B testing and analytics were integrated into eCommerce flows to continuously refine the purchase experience. Real-time experimentation allowed for data-driven decisions that increased engagement, optimized conversion paths, and aligned with key business objectives.

A/B Testing

AI Assistent

AI Assistant, powered by AI agent provides conversational platform, designed to provide customers with seamless access to account management, billing inquiries, product information, support services, and more. By integrating LLMs with backend APIs, it delivers personalized, real-time guidance, empowering users to resolve issues independently and efficiently. This approach enhances the self-serve experience, improves customer satisfaction, and reduces operational costs by minimizing reliance on direct human support

AI Assistant

Results & Outcome

The merger of Boost Mobile's postpaid and prepaid services presented a unique opportunity to rethink and optimize the user experience. By conducting a thorough audit, redesigning the navigation, and reevaluating the design system, we were able to create a unified, seamless experience for users across both service models. The incorporation of proactive updates and A/B testing allowed for data-driven decisions, ensuring that design changes were always aligned with business objectives. This holistic approach not only simplified the digital experience for customers but also contributed to the achievement of key business goals and improved overall satisfaction.

Summary

Example of Boost Mobile designs with annotations

Agency and In-House Experience

Below Are Some Examples

Boost Mobile Case Study

Boost Mobile

Led design and research to uncover insights and shape a UX strategy, delivering iterative improvements that created seamless, scalable digital experiences.

Loyalty Program Case Study

BM Loyalty Program

Revamped a points-based loyalty program with early and long-term rewards, reducing churn and boosting long-term engagement.

DIYAI Case Study

DIYAI

Designed a self-serve AI product with content automation, predictive customer and content vetting, and an intuitive WYSIWYG interface, enabling expansion into new markets.

Chick-fil-A Case Study

Chick-Fil-A

Conducted UX evaluation and designed solutions to enhance the order creation experience on the Chick-fil-A iOS app.

Robust Technologies Case Study

Robust Technologies

Designed a custom gated website with strategic user roles and share capabilities to drive lead generation.

Belgard Case Study

Belgard

Executed comprehensive digital marketing through an omnichannel approach, including website, SEO, blogs, social media, digital ads, email, and microsites.

BW Mobile App

Spearheaded the design of a new mobile app with real-time collaboration, streamlined workflows, and integrated biometrics, MFA, messaging, notifications, and customizable features.

American Heart Association

Created personalized, user-centered experiences through resource mapping, connecting patients and healthcare professionals with relevant content and resources.

Beam Living

Consolidated multiple community sites into a single app, streamlining applications, automating verifications, and simplifying payments and services.

Let's Connect

If you are seeking a dedicated and innovative design leader to join your team, I would love to hear from you. Let's create something amazing together. Fill out the for below or email me directly to start our journey towards exceptional digital experiences.