Jocelyn Tang — Portfolio

Device Returns For Renewals

Enabling customers to evaluate and return their device for credit

Client

TELUS

Role

Lead Designer

Year

2025

Platform

Mobile app

Background

Say goodbye to missed appointments and scheduling headaches. With "Paws & Plans," PetCare Plus Veterinary Clinic is revolutionizing the way pet owners manage their furry friends' healthcare.

Impact

Visual Design UI & UX Design

User friction and research insights

Step 1: Manage Plan
3/5 participants would prefer plan details to be displayed in a list rather than a paragraph. 2/5 noted that they didn’t understand everything in the plan name
“I wish there were more descriptions about the plan options I was choosing between. Instead, I had to open another browser and google.”
Step 2: Optional add-ons
2/5 would prefer add-ons ordered by type/feature instead of cost to make it easier to compare similar options.
“I wish there were more descriptions about the plan options I was choosing between. Instead, I had to open another browser and google.”
Step 3: Review
3/5 wanted or expected to see both their current plan and new plan at the same time.
“It would be nice to have a side by side comparison of the features of both our old plan and our new plan. I'm still not 100% sure that I've made the right decision to switch”

Cross-functional alignment

Redesign goals

1

Surface details for customers to assist with finding and comparing specific rate plans and add-ons

2

Improve add-on information architecture to match customer expectations for how add-on options should be grouped

3

Allow customers to be able to easily understand differences difference between potential option and current selection

Design intervention

User testing validation

Layout and plan cards
6/6 participants appreciated the plan cards, noting that the clear breakdown of title, summary, and key features improved scannability.
“I like the way that information is displayed... It's clear how it compares to relative plans on this page”
Product information architecture
6/6 participants found the add-ons easy to navigate and said they were located where expected.
“Everything (add-ons) was where I expected it to be. Nothing is out of place from where I think it should be.”
New comparison footer
3/6 participants discovered and used the new comparison table in the footer, finding it helpful to view their old and new plans side-by-side.
Discoverability of details
Participants missed the “Where can I call?” link to view the list of countries included in Long Distance add-ons
Verbiage of comparison footer
Participants did not intuitively use the “View plan details” button in the sticky footer when asked to compare their new and old plans