Overview
Mobile Device Checkup
The Device Checkup integration is an automated diagnostic tool, created by a third-party vendor, that allows users to self-assess their phone’s hardware and software health for trade-ins and repairs. I redesigned the third-party flow to meet TELUS accessibility and branding standards, ensuring users could accurately value their devices through a seamless journey.
Year
2025
Project type
Mobile app
Client
TELUS + MCE Systems
Introduction
Cost of device checkups
When a customer returns a device to TELUS, an improper estimation can expensive at the scale of the organizer. Currently, customers answer five Yes/No questions to value their trade-ins. This process led to a massive gap between the estimated value and the actual condition once the device reached the warehouse, causing revenue loss from overestimated credits, repair costs, or unsellable devices.
To fix this, TELUS hired a third-party to utilize their diagnostic SDK to run automated hardware checks. However, the tool didn't meet our branding, UI standards, or accessibility requirements. My goal was to redesign the device check-up to support the powerful software with strong usability and design standards, making it feel like part of the My TELUS application as a whole.
Problems
The disconnected experience
The design of the vendor-led experience had usability and accessibility issues, while ignoring both TELUS and general design consistency across screens. During our initial walkthrough of the SDK, we identified two main issues:
The design mismatched the rest of the My TELUS app
The delivered SDK ignored our branding guidelines, including the design system used by any digital products from TELUS. This created inconsistency across multiple steps within the flow, and not to mention, from the rest of the My TELUS app where it would be accessed.
Usability issues would block users from continuing
With audio being required for some tests, the app assumes a perfect listening environment and physical ability. In others, the low contrast of buttons and information makes it invisible. By impacting their ability to complete the test, users would be incorrectly assessed for a lower credit, resulting in a poor user experience.
Opportunity
An audit and redesign to improve the functionality & usability
Together with the content writer, we conducted a complete audit of the existing experience, with the focus on redesigning by:
Establishing a standardized layout for the screens to keep consistency
Design new components to provide contextual information to assist through complicated tests
Leverage our knowledge on mobility devices to guide users towards the next best action
Final designs
Reskinned and optimized flow
After redesigning the screens with our TELUS digital branding and accessibility in mind, the flow had both aesthetic and usability improvements.
A cohesive, native experience
By aligning the vendor's SDK with the TELUS design system, I transformed the disjointed third-party flow into a integrated feature that feels native to the My TELUS app. I overhauled the typography and components, grounded by new layout templates, to ensure brand consistency. This helped to reduce cognitive load, allowing users to focus on their tests instead of navigating ever-changing interfaces.
Designing for inclusive and real-world usage
The diagnostic tests were optimized by introducing flexible test logic (skipping and retesting) and improving visual feedback and contrast. By allowing users to skip tests, we ensured that non-ideal test environments wouldn't result in unfairly low assessment results.
Increasing device returns through clarity
By simplifying each test and facilitating stakeholder discussions, our redesign helped to guide users towards the next best action of returning their phone. Our final call-to-actions allow users to start their next step in the device return process without friction.
Final designs
High adoption rate after in-app release!
While my content writer and myself were not involved with the vendor's initial delivery, we are able to refine the journey to ensure that it was seamless in terms of usability and design. Major wins from this new diagnostic journey included:
Reduction of device assessment variances by over $11 per test, resulting in more accurate grading and fewer manual overrides by warehouse staff.
857 daily journey launches, with 97% of users completing the flow without requiring further support for their device.
90% of SDK launches opened on the My TELUS app, showing strong digital app adoption compared to retail store usage.
Takeaways
Key takeaways
Advocating for the design system. Because vendors don't have knowledge into the rest of our digital platform, it was important to drive alignment and provide support as if they were internal developers.
Making a long testing flow simple by surfacing only key information and interactions. Simplification and breathable designs helped make the test feel shorter.