Mint Mobile: Port-In Experience
A seamless experience for new & existing users to transfer their original number over to the Mint Carrier Plan through the use of eSIM and away from Physical SIM FOREVER.
Product Design
New Feature
0 to 1
Timeline
Design to Development: Jan 2021 - Aug 2021
Collaborators
Grace Lee, UX Designer (Web)
Ron Comeau, Senior Product Manager
Agency hires for Engineering
Overall impact
Launched on Mint Mobile’s mobile + web experience.
My contributions
I was the mobile design lead in spearheading how to make the Port-In Experience become a very smooth, easy experience to transition into for customers. Throughout the entirety of this project launch, I helped in running and worked alongside engineering to produce:
- 10 sprints
- 70+ requirements
- 50+ redesigned interfaces
- 600+ screen iterations explored
- 3 UX/usability tests
- 28 team members
- 10,261 new lines of code (back-end and web)
- 8,512 codes (iOS / Android)
- 90 resolved issues (QA Testing & Functional Unit Testing)
TL;DR context
When I joined Mint Mobile, we were undergoing a pretty big change into our customer sign-up process through a new SIM experience.
Mint looked to expand their services through eSIM capabilities which is a still a growing area in the telecom industry. eSIM, a digital SIM experience, is a recent addition in the telecom industry where physical SIM cards are not needed to validate a carrier plan. Mint wanted to capitalize on this experience where not many providers at the time were desiring this experience.
Where I came in was to create a new approach that our customers would take on to help in transitioning out of their previous phone plans to be under us. I’ve spearheaded the entirety of the user flow for the mobile experience alongside our agile team to make sure everything went well.
This feature was launched from 0-1.
Context
Mint looked to expand their services through eSIM capabilities which is a still a growing area in the telecom industry.
At the moment, there weren’t a lot of eSIM providers in the market. However, as cell phones become more compatible, we’ll likely see eSIMs to become more available. Current providers with eSIM in the US include (as of 2021):
- Verizon Wireless
- T-Mobile
- GigSky
- Mint Mobile
- AT&T
- Telna
Problem
Cost was getting high to ship out physical SIM cards...
During this process, there has been a buildup of costs in 3 areas of the current business:
- Physical SIM cards(manufacture cost of SIM card = $.50 per unit)
- Shipping (additional cost here)
- Potential situation of losing customers after trial
Then who should we look to target?
Low-income users.
No-contract lovers.
Those who want affordable pricing.
Cherry on top: tech lovers.
Gabriela
I want to be able to save more money while using a phone plan that is able to provide the same amount of great service like Verizon.
Chris
I’m a tech guy, so I really like new features. Cricket doesn’t offer some of the cool functions Mint promised. Plus, I hate waiting to get stuff in the mail, so this is an awesome way for me to convert into a Mint user!
Success opportunity
We want to make sure that we break apart this experience into 3 segments to ensure the highest satisfaction for the customers:
Growth, conversion, data-focused (wireless)
- Prioritize and highlight the convenience of conversion and eSIM exploration
- Suitable for most users with newer phones
- Increase userbase through new opportunity
Personal & easy experience
- The capability in carrying two carriers in recent phone launches (e.g. iPhone 12, Samsung Galaxy S20, etc.)
- Easy-to-read and simple UX
Being flexible
- People have the option of converting with new phone line and starting fresh or having the opportunity to carry over original number
Transaction!
Set Up (Before Session)
- Having ACT code to provide into the system
- Selecting the desired option to continue moving forward
Select (During Session)
- Following original step-by-step instruction in providing information and other details while providing a seamless experience in eSIM installation
Analyze & Review
- Confirm purchase and view your newly purchased data
- View from dashboard and status bar to see your new carrier in action
Results
It’s only up from here.
Since introducing the Port-In experience for Mint Mobile, we were able to see a massive shift in meeting success for the first-time users!
Value & overall ease of use
- A major increase of 71% in meeting success for first-time users, compared to what we had in our pSIM flow, of about 45-50%.
- Introduced new ideas and flows to the eSIM flow and building out a more seamless experience in transitioning old numbers/earning new numbers.
45-50%
pSIM
71%
eSIM
Engagement
- Measured by not only through user-testing, but the amount of users showing an appreciation for this new functionality of the app.
- Generally stems from Android users more so than iOS
- 100% of users loved the idea obtaining instant access of eSIM over pSIM
Growth & retention + cost-saving benefits
- Measured by revenue, new sign-ups, weekly data-active users
- Monitor spikes on weekends, holidays, and off seasons
- Assisting users in obtaining eSIM service over pSIM saves time + money and creating an immediate relationship between both the customer and Mint Mobile
Contributions + Takeaways
Since it was my first time having to understand the deep complexities behind the telecom business, I found it very challenging initially in having to understand what was going on. Switching from a Health Fitness department over at Garmin to Mint was quite a journey since I had to relearn everything about design in a more customer-oriented way, rather than having to support teams internally and having to have technical conversations with how the UI would look.
Over time, as I was able to gain additional understanding as to how to tackle these problems, I was able to make success in:
- Building out a design systems for this mobile design flow helped to ensure faster building and streamlining the overall design process
- Ensured sendoff to developers at a much faster rate and are built in a way for reuse purposes
- Reduced screens such as fun facts, since customers did not care about fox facts, but rather enjoyed only receiving success states of the number transfer
- Also introduced motion graphics instructions to further provide visual instructions as to how to sign up successfully (for visual learners)
Since launch, we were able to generate positive feedback from our customers through our alpha and beta testings! Value and ease of use had shot up drastically, as well as seeing a 71-75% increase in a successful port-in for the first-time customers. In addition, my team and I were able to contribute to the following:
- 10 sprints
- 70+ requirements
- 50+ redesigned interfaces
- 600+ screen iterations explored
- 3 UX/usability tests
- 28 team members
- 10,261 new lines of code (back-end and web)
- 8,512 codes (iOS / Android)
- 90 resolved issues (QA Testing & Functional Unit Testing)
Mint Mobile: Port-In Experience
A seamless experience for new & existing users to transfer their original number over to the Mint Carrier Plan through the use of eSIM and away from Physical SIM FOREVER.
Product Design
New Feature
0 to 1
Timeline
Design to Development: Jan 2021 - Aug 2021
Collaborators
Grace Lee, UX Designer (Web)
Ron Comeau, Senior Product Manager
Agency hires for Engineering
Overall impact
Launched on Mint Mobile’s mobile + web experience.
My contributions
I was the mobile design lead in spearheading how to make the Port-In Experience become a very smooth, easy experience to transition into for customers. Throughout the entirety of this project launch, I helped in running and worked alongside engineering to produce:
- 10 sprints
- 70+ requirements
- 50+ redesigned interfaces
- 600+ screen iterations explored
- 3 UX/usability tests
- 28 team members
- 10,261 new lines of code (back-end and web)
- 8,512 codes (iOS / Android)
- 90 resolved issues (QA Testing & Functional Unit Testing)
TL;DR context
When I joined Mint Mobile, we were undergoing a pretty big change into our customer sign-up process through a new SIM experience.
Mint looked to expand their services through eSIM capabilities which is a still a growing area in the telecom industry. eSIM, a digital SIM experience, is a recent addition in the telecom industry where physical SIM cards are not needed to validate a carrier plan. Mint wanted to capitalize on this experience where not many providers at the time were desiring this experience.
Where I came in was to create a new approach that our customers would take on to help in transitioning out of their previous phone plans to be under us. I’ve spearheaded the entirety of the user flow for the mobile experience alongside our agile team to make sure everything went well.
This feature was launched from 0-1.
Context
Mint looked to expand their services through eSIM capabilities which is a still a growing area in the telecom industry.
At the moment, there weren’t a lot of eSIM providers in the market. However, as cell phones become more compatible, we’ll likely see eSIMs to become more available. Current providers with eSIM in the US include (as of 2021):
- Verizon Wireless
- T-Mobile
- GigSky
- Mint Mobile
- AT&T
- Telna
Problem
Cost was getting high to ship out physical SIM cards...
During this process, there has been a buildup of costs in 3 areas of the current business:
- Physical SIM cards(manufacture cost of SIM card = $.50 per unit)
- Shipping (additional cost here)
- Potential situation of losing customers after trial
Then who should we look to target?
Low-income users.
No-contract lovers.
Those who want affordable pricing.
Cherry on top: tech lovers.
Gabriela
I want to be able to save more money while using a phone plan that is able to provide the same amount of great service like Verizon.
Chris
I’m a tech guy, so I really like new features. Cricket doesn’t offer some of the cool functions Mint promised. Plus, I hate waiting to get stuff in the mail, so this is an awesome way for me to convert into a Mint user!
Success opportunity
We want to make sure that we break apart this experience into 3 segments to ensure the highest satisfaction for the customers:
Growth, conversion, data-focused (wireless)
- Prioritize and highlight the convenience of conversion and eSIM exploration
- Suitable for most users with newer phones
- Increase userbase through new opportunity
Personal & easy experience
- The capability in carrying two carriers in recent phone launches (e.g. iPhone 12, Samsung Galaxy S20, etc.)
- Easy-to-read and simple UX
Being flexible
- People have the option of converting with new phone line and starting fresh or having the opportunity to carry over original number
Transaction!
Set Up (Before Session)
- Having ACT code to provide into the system
- Selecting the desired option to continue moving forward
Select (During Session)
- Following original step-by-step instruction in providing information and other details while providing a seamless experience in eSIM installation
Analyze & Review
- Confirm purchase and view your newly purchased data
- View from dashboard and status bar to see your new carrier in action
Results
It’s only up from here.
Since introducing the Port-In experience for Mint Mobile, we were able to see a massive shift in meeting success for the first-time users!
Value & overall ease of use
- A major increase of 71% in meeting success for first-time users, compared to what we had in our pSIM flow, of about 45-50%.
- Introduced new ideas and flows to the eSIM flow and building out a more seamless experience in transitioning old numbers/earning new numbers.
45-50%
pSIM
71%
eSIM
Engagement
- Measured by not only through user-testing, but the amount of users showing an appreciation for this new functionality of the app.
- Generally stems from Android users more so than iOS
- 100% of users loved the idea obtaining instant access of eSIM over pSIM
Growth & retention + cost-saving benefits
- Measured by revenue, new sign-ups, weekly data-active users
- Monitor spikes on weekends, holidays, and off seasons
- Assisting users in obtaining eSIM service over pSIM saves time + money and creating an immediate relationship between both the customer and Mint Mobile
Contributions + Takeaways
Since it was my first time having to understand the deep complexities behind the telecom business, I found it very challenging initially in having to understand what was going on. Switching from a Health Fitness department over at Garmin to Mint was quite a journey since I had to relearn everything about design in a more customer-oriented way, rather than having to support teams internally and having to have technical conversations with how the UI would look.
Over time, as I was able to gain additional understanding as to how to tackle these problems, I was able to make success in:
- Building out a design systems for this mobile design flow helped to ensure faster building and streamlining the overall design process
- Ensured sendoff to developers at a much faster rate and are built in a way for reuse purposes
- Reduced screens such as fun facts, since customers did not care about fox facts, but rather enjoyed only receiving success states of the number transfer
- Also introduced motion graphics instructions to further provide visual instructions as to how to sign up successfully (for visual learners)
Since launch, we were able to generate positive feedback from our customers through our alpha and beta testings! Value and ease of use had shot up drastically, as well as seeing a 71-75% increase in a successful port-in for the first-time customers. In addition, my team and I were able to contribute to the following:
- 10 sprints
- 70+ requirements
- 50+ redesigned interfaces
- 600+ screen iterations explored
- 3 UX/usability tests
- 28 team members
- 10,261 new lines of code (back-end and web)
- 8,512 codes (iOS / Android)
- 90 resolved issues (QA Testing & Functional Unit Testing)
Mint Mobile: Port-In Experience
A seamless experience for new & existing users to transfer their original number over to the Mint Carrier Plan through the use of eSIM and away from Physical SIM FOREVER.
Product Design
New Feature
0 to 1
Timeline
Design to Development: Jan 2021 - Aug 2021
Collaborators
Grace Lee, UX Designer (Web)
Ron Comeau, Senior Product Manager
Agency hires for Engineering
Overall impact
Launched on Mint Mobile’s mobile + web experience.
My contributions
I was the mobile design lead in spearheading how to make the Port-In Experience become a very smooth, easy experience to transition into for customers. Throughout the entirety of this project launch, I helped in running and worked alongside engineering to produce:
- 10 sprints
- 70+ requirements
- 50+ redesigned interfaces
- 600+ screen iterations explored
- 3 UX/usability tests
- 28 team members
- 10,261 new lines of code (back-end and web)
- 8,512 codes (iOS / Android)
- 90 resolved issues (QA Testing & Functional Unit Testing)
TL;DR context
When I joined Mint Mobile, we were undergoing a pretty big change into our customer sign-up process through a new SIM experience.
Mint looked to expand their services through eSIM capabilities which is a still a growing area in the telecom industry. eSIM, a digital SIM experience, is a recent addition in the telecom industry where physical SIM cards are not needed to validate a carrier plan. Mint wanted to capitalize on this experience where not many providers at the time were desiring this experience.
Where I came in was to create a new approach that our customers would take on to help in transitioning out of their previous phone plans to be under us. I’ve spearheaded the entirety of the user flow for the mobile experience alongside our agile team to make sure everything went well.
This feature was launched from 0-1.
Context
Mint looked to expand their services through eSIM capabilities which is a still a growing area in the telecom industry.
At the moment, there weren’t a lot of eSIM providers in the market. However, as cell phones become more compatible, we’ll likely see eSIMs to become more available. Current providers with eSIM in the US include (as of 2021):
- Verizon Wireless
- T-Mobile
- GigSky
- Mint Mobile
- AT&T
- Telna
Problem
Cost was getting high to ship out physical SIM cards...
During this process, there has been a buildup of costs in 3 areas of the current business:
- Physical SIM cards(manufacture cost of SIM card = $.50 per unit)
- Shipping (additional cost here)
- Potential situation of losing customers after trial
Then who should we look to target?
Low-income users.
No-contract lovers.
Those who want affordable pricing.
Cherry on top: tech lovers.
Gabriela
I want to be able to save more money while using a phone plan that is able to provide the same amount of great service like Verizon.
Chris
I’m a tech guy, so I really like new features. Cricket doesn’t offer some of the cool functions Mint promised. Plus, I hate waiting to get stuff in the mail, so this is an awesome way for me to convert into a Mint user!
Success opportunity
We want to make sure that we break apart this experience into 3 segments to ensure the highest satisfaction for the customers:
Growth, conversion, data-focused (wireless)
- Prioritize and highlight the convenience of conversion and eSIM exploration
- Suitable for most users with newer phones
- Increase userbase through new opportunity
Personal & easy experience
- The capability in carrying two carriers in recent phone launches (e.g. iPhone 12, Samsung Galaxy S20, etc.)
- Easy-to-read and simple UX
Being flexible
- People have the option of converting with new phone line and starting fresh or having the opportunity to carry over original number
Transaction!
Set Up (Before Session)
- Having ACT code to provide into the system
- Selecting the desired option to continue moving forward
Select (During Session)
- Following original step-by-step instruction in providing information and other details while providing a seamless experience in eSIM installation
Analyze & Review
- Confirm purchase and view your newly purchased data
- View from dashboard and status bar to see your new carrier in action
Results
It’s only up from here.
Since introducing the Port-In experience for Mint Mobile, we were able to see a massive shift in meeting success for the first-time users!
Value & overall ease of use
- A major increase of 71% in meeting success for first-time users, compared to what we had in our pSIM flow, of about 45-50%.
- Introduced new ideas and flows to the eSIM flow and building out a more seamless experience in transitioning old numbers/earning new numbers.
45-50%
pSIM
71%
eSIM
Engagement
- Measured by not only through user-testing, but the amount of users showing an appreciation for this new functionality of the app.
- Generally stems from Android users more so than iOS
- 100% of users loved the idea obtaining instant access of eSIM over pSIM
Growth & retention + cost-saving benefits
- Measured by revenue, new sign-ups, weekly data-active users
- Monitor spikes on weekends, holidays, and off seasons
- Assisting users in obtaining eSIM service over pSIM saves time + money and creating an immediate relationship between both the customer and Mint Mobile
Contributions + Takeaways
Since it was my first time having to understand the deep complexities behind the telecom business, I found it very challenging initially in having to understand what was going on. Switching from a Health Fitness department over at Garmin to Mint was quite a journey since I had to relearn everything about design in a more customer-oriented way, rather than having to support teams internally and having to have technical conversations with how the UI would look.
Over time, as I was able to gain additional understanding as to how to tackle these problems, I was able to make success in:
- Building out a design systems for this mobile design flow helped to ensure faster building and streamlining the overall design process
- Ensured sendoff to developers at a much faster rate and are built in a way for reuse purposes
- Reduced screens such as fun facts, since customers did not care about fox facts, but rather enjoyed only receiving success states of the number transfer
- Also introduced motion graphics instructions to further provide visual instructions as to how to sign up successfully (for visual learners)
Since launch, we were able to generate positive feedback from our customers through our alpha and beta testings! Value and ease of use had shot up drastically, as well as seeing a 71-75% increase in a successful port-in for the first-time customers. In addition, my team and I were able to contribute to the following:
- 10 sprints
- 70+ requirements
- 50+ redesigned interfaces
- 600+ screen iterations explored
- 3 UX/usability tests
- 28 team members
- 10,261 new lines of code (back-end and web)
- 8,512 codes (iOS / Android)
- 90 resolved issues (QA Testing & Functional Unit Testing)