E-commerce payment flow redesign

Solo UX consultancy project to enable millions of customers to pay for T‑Mobile's services on their phone.

Payment FAQ

ROLE

Solo Consultant

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Lead generation

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Project scoping

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Project planning

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Stakeholder management

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Closing sales

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Presenting and documenting work

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EMPLOYER

As a solo consultant in partnership with

Isobar Budapest

Isobar is 6,500 people in 85 locations across 45 markets globally, united as one. Our mission is to transform businesses, brands and people's lives with the creative use of digital.

Client

Hungarian Telekom (T-Mobile)

Hungary's leading telecommunications company providing integrated TV, landline, internet and mobile services with more than 10,000 employees to its 5+ million customers

Challenge

T-Mobile’s web stores used a unified payment module. While the stores supported mobile devices, the module was not responsive, hurting conversions.

Process

It was a solo project, where I was responsible for every aspect of the project from budgeting, through client correspondence to the actual design work to be done:

Project management

client correspondence
scoping
budgeting

Research

stakeholder mapping
stakeholder interviews
mapping business needs
mapping user needs
collecting use-cases
documenting UX specification

UX Design

designing information architecture
page flows
functional wireframes (Axure)

Implementation support

managing UI designer and site build contractors
functional specification for the client’s implementation vendors
support vendors until the flow was shipped

Results

The module shipped on time, and millions of customers could pay their orders and bills on their mobile.

Personal takeaways

Learned how time management is 90% communicating early and negotiating the scope well.

I loved the impact of my work: bill payment was among the redesigned payment transactions, affecting millions of customers - including my friends and family.

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