Product experience · Preview
Telecom self-service — billing, payments & dual-segment journeys
A shared service shell for prepaid and postpaid customers, spanning billing, payments, devices, installation, and repair.
The problem
One account experience had to support two fundamentally different money models.
Prepaid customers manage load, usage, and top-up. Postpaid customers manage a monthly bill, payment, and credit limits. Shared navigation could reduce fragmentation, but forcing the journeys into identical patterns would hide important differences.
The broader surface also had to connect service activation, device purchase, installation tracking, and repair without making each journey feel like a separate product.
My role
From vendor designer to the lead across a cross-vendor team.
I began as one of two vendor designers, then became the main vendor-side designer and led a six-person cross-vendor design team. I co-oversaw the broader design surface with a client counterpart, established working standards, and guided the shipped billing, payment, installation, repair, prepaid, and postpaid journeys.
The work required enough consistency to feel like one service while preserving the logic each customer segment needed to understand money, status, and next actions.
Evidence & limits
Shipped journeys, followed by a normal platform lifecycle.
The billing, payment, installation, repair, prepaid, and postpaid journeys shipped. The experience was later superseded by a consolidated platform. That lifecycle is not presented here as a product failure; it is the boundary of this story.
What is not claimed
No conversion, revenue, satisfaction, or support-volume metrics are attributed to this work. The interface above is an abstract reconstruction, not an original product screen.