Overview
Mobility Phone Overview
A complete design and IA redesign to create a new consolidated overview page for users to view and manage their mobility accounts to improve findability for self-serve information and actions.
Year
2025
Project type
Responsive web
Client
TELUS
Introduction
Making it easier for customers to self serve
TELUS mobility users currently access information about their plans and device actions in a fragmented user experience. Currently, tabs separate the information structure and other key account info—like data usage and roaming—resides elsewhere, reducing efficiency. The page was one of the last legacy pages using the outdated TELUS Design System.
As the Lead Designer, I partnered with a Content Strategy Lead to reimagine this page—developing a long-term strategy and applying consistent IA and design system patterns used across My TELUS.
Problems
Findability issues with managing their account
Past user interviews completed for the My TELUS pages revealed that users visiting the Plans & Devices page often overlooked tabs, delayed locating actions, and felt frustrated by outdated visuals.
Poor information architecture for information and actions
Customers missed the tabs, or wanted to see information earlier without adding more clicks to see key information.
Key self-serve actions are not findable for users
Key self-serve flows are grouped outside of the main area where users looked, creating friction in finding entry points.
Outdated design system
The Plans & Devices leverages the old TELUS Design System, resulting in dated visual branding and user interactions.
Opportunity
Creating a new mobility hub
By leveraging these user insights, our main goal of the redesign was to improve the efficiency for customers looking to review and manage their mobility account.
Reduce effort and clicks to find mobility account information
Improve findability of self-serve actions
Upgrade user interface to the new design system with updated components and interactions
Explorations
Moving from tabbed pages into modules
Our redesign explored consolidating the Mobility account experience from a tabbed overview into a single-page layout with grouped modules, improving the findability of information and actions. After aligning with stakeholders on this direction, we refined the design to high-fidelity and validated it through an unmoderated A/B test.
Final designs
A clear overview for anything mobility-related
By clearly surfacing information and self-serve actions, customers are now able to easily navigate to what they need.
Above-the-Fold clarity
Aligning with the name of the page, users can see both their plan and device information simultaneously. These are the key high-level sections that customers look for when landing on the page. With our new sections, related self-serve actions are grouped accordingly, making it intuitive for users when managing their plan and device.
Reducing cognitive load with modals
To reduce cognitive load and visual clutter, the important high level information is displayed on screen and modal links give users the option to view more details. When opened, the modals will highlight more detailed explanations and breakdowns of their plan, and device financing.
Logical grouping for self-serve actions
The self service actions are grouped within the plan or device section in order to keep related information and actions together. Any self-serve actions that are more generalized or rarely used are grouped together in the Quick Actions section in the center of the screen. With the position and iconography, the individual links stand out within the page.
Promoting offers
At the bottom of the screen, we highlighted offers and promotions available to a broad customer audience. This allows us to push sales towards new products and features to customers who are already looking to review or optimize their existing mobile plan and device.
Impact
Overwhelming majority preferred the redesign
While post-launch analytics tracking was not scoped for this project, the usability testing demonstrated improved task performance and a strong user preference for the redesign - with 78% of participants preferred the redesign.
Takeaways
Key takeaways
Don't be afraid of exploring new ideas and validating through testing. Although the redesign was a complete departure from the old layout, our UX testing findings validated the unconventional update.
With updating pages retrieving APIs from all sorts of programs, it was important to document all the edge cases that could appear on this screen. Keeping the file organized, for both product and development teams, was important to cover all scenarios!