Mint Mobile //
PLan Management
Customers often struggled to understand their plan details, upcoming changes, and billing impacts. Through research, journey mapping, and stakeholder partnership, I identified key friction points and redesigned the experience around clarity, transparency, and customer control.
REIMAGINING Plan Management
Mint Mobile is a digital-first prepaid wireless carrier offering affordable mobile plans directly to consumers. I led the redesign of its Single, Family, and Contract Plan experiences, making it easier for customers to manage their plans while improving transparency around pricing, renewals, and future plan changes.
Clearer Hierarchy
I restructured the information architecture to surface the details customers needed most, including plan status, renewal dates, upcoming plan changes, and payment information. Through a clearer content hierarchy and progressive disclosure, customers could quickly understand their account at a glance while accessing additional details only when needed.
Streamlined Plan Changes
Changing plans often required customers to navigate complex decisions with limited context. I simplified the Change Plan experience by improving plan comparison, clarifying future plan transitions, and providing greater visibility into pricing and billing impacts, helping customers make informed decisions with confidence.
Designed for Scale
Beyond solving immediate usability challenges, the redesign established a scalable framework for future products and plan types. The solution supported complex scenarios such as prorated charges, billing alignment, and future offerings like Apple Watch plans, creating reusable patterns that balanced customer understanding with business flexibility.
The Impact
By reimagining plan management through a customer-centered lens, I transformed a fragmented experience into a unified journey that simplified complex plan and billing interactions, increased transparency around payments and future plan transitions, and established a scalable foundation for future growth. The result was a more intuitive self-service experience that reduced customer friction while supporting evolving business needs.
