UI / UX Design
Fixing the Bottleneck Behind 5G
Led the UX for a license management tool that helped T-Mobile’s engineers speed up rollout by removing delays in approval workflows
Year :
2020
Industry :
Telecom
Client :
T-Mobile
Project Duration :
18 Months
Project Overview & Strategic Context
As Lead UX Designer for T-Mobile's Pathway platform, I spearheaded the design of a comprehensive license management system that transformed how the company navigates FCC spectrum approval workflows. During T-Mobile's aggressive nationwide 5G rollout—covering 7,500+ cities and requiring thousands of microwave spectrum licenses—regulatory bottlenecks threatened to derail critical infrastructure timelines.
Working over 18 months (2020-2022), I led cross-functional collaboration between network engineers, FCC liaisons, and regulatory specialists to design an automated workflow system that reduced processing time by 60% and achieved 100% adoption across engineering teams.
Duration: 18 months (2020-2022)
My Role: Lead UX Designer
Key Impact: 15× operational efficiency, 60% faster processing, 100% team adoption
Strategic Context: Supporting T-Mobile's nationwide 5G Advanced deployment
The Telecom Bottleneck & Business Cost
T-Mobile's 5G Infrastructure Challenge
T-Mobile's transition to standalone 5G architecture represented one of the telecommunications industry's most ambitious infrastructure projects, requiring coordination of spectrum licenses across multiple regulatory frameworks:
FCC Spectrum Licensing: Individual licenses required for each microwave link frequency
SACFA Clearance: Tower installation and height modification approvals
WPC Frequency Assignment: Coordination with existing spectrum allocations
International Coordination: Cross-border frequency management with neighboring countries
The Manual Process Crisis
Through extensive stakeholder interviews and process mapping, I discovered that T-Mobile's existing license management relied on fragmented, error-prone manual workflows:
Critical Pain Points:
14-21 day processing cycles for routine spectrum applications due to manual routing between departments
High error rates (approximately 30%) in license applications requiring costly resubmissions to FCC
No centralized visibility into application status across thousands of concurrent requests
Regulatory compliance risks from missed deadlines and incomplete documentation
Resource inefficiency with engineers spending 40% of time on administrative tasks instead of network design
Business Impact:
$2.8M monthly delay costs from postponed site activations
Competitive disadvantage in 5G market deployment speed
Regulatory relationship strain due to incomplete or late submissions
Engineering team burnout from repetitive administrative overhead
"We were trying to build a next-generation network using stone-age paperwork processes," noted a Senior RF Engineer during my research.
My Role, Team Structure, and Design Ownership
As Lead UX Designer, I owned the complete user experience strategy and execution, working within a complex stakeholder ecosystem:
Direct Design Responsibilities
End-to-end UX strategy from regulatory workflow analysis through production deployment
Information architecture for complex multi-step approval processes
Interaction design for both desktop and mobile regulatory workflows
User research leadership including shadowing network engineers and FCC liaisons
Cross-functional collaboration with product management, engineering, and regulatory teams
Team Collaboration Structure
Product Manager: Roadmap prioritization and business requirements alignment
Engineering Team (8 developers): Technical feasibility and API integration
Regulatory Specialists (4): FCC compliance requirements and process validation
Network Engineers (12+ across regions): Primary end-users and workflow validation
Legal/Compliance Team: Risk assessment and regulatory framework adherence
Leadership Approach
I established weekly design reviews with engineering teams, bi-weekly stakeholder demos for regulatory validation, and monthly user feedback sessions with field engineers to ensure continuous alignment between technical implementation and real-world workflows.
Research & Discovery: Shadowing, Interviews, Benchmarking
Regulatory Workflow Deep Dive
I conducted comprehensive research to understand the complexity of spectrum licensing workflows, drawing from both internal T-Mobile processes and industry best practices:
Primary Research Methods:
Contextual Inquiry (60+ hours): Shadowed network engineers during actual FCC application preparation and submission processes
Stakeholder Interviews (25+ sessions): Engaged regulatory specialists, project managers, and field engineers across different geographic regions
Process Mapping Workshops: Collaborative sessions with engineering teams to document current-state workflows and identify optimization opportunities
Regulatory Benchmarking: Analysis of FCC Universal Licensing System (ULS) workflows and industry automation best practices
Key Research Insights
1. Multi-Stakeholder Coordination Complexity
Successful spectrum applications required coordination across 5-7 different roles, each with specific expertise and approval authority:
RF Engineers: Technical specifications and interference analysis
Site Acquisition Teams: Location coordination and property access
Regulatory Specialists: FCC compliance and submission management
Legal Teams: Contract review and regulatory risk assessment
Project Managers: Timeline coordination and resource allocation
2. Time-Sensitive Approval Sequences
Unlike simple linear workflows, spectrum licensing followed conditional logic patterns where certain approvals could proceed in parallel while others required sequential completion. Missing these optimisation opportunities added 7-10 days to processing cycles.
3. Data Integration Challenges
Engineers manually transferred information between 6+ different systems:
Internal network planning databases
FCC Universal Licensing System (ULS)
Geographic information systems (GIS)
Project management tools
Financial approval systems
Vendor coordination platforms
4. Mobile-Field Workflow Requirements
Field engineers needed real-time access to application status during site visits, requiring mobile-optimised interfaces that could function in areas with limited connectivity.
UX Strategy: Goals, Feature Prioritization, Core KPIs
Strategic Design Principles
Based on enterprise workflow automation best practices and regulatory system design patterns, I established five foundational principles for Pathway:
1. Process Automation with Human Oversight
Intelligent routing of applications based on complexity and risk level
Automated compliance checking with manual override capabilities for edge cases
Smart notification systems reducing information overload while ensuring critical updates reach stakeholders
2. Centralized Visibility with Role-Based Access
Single source of truth for all license applications with granular permissions
Executive dashboards providing high-level KPIs for leadership oversight
Detailed workflow tracking enabling operational teams to identify and resolve bottlenecks
3. Progressive Disclosure for Complex Data
Simplified overview screens for status monitoring and quick actions
Detailed forms with contextual help and validation for complex technical specifications
Hierarchical information architecture supporting both novice and expert users
4. Mobile-First Responsive Design
Touch-optimized interfaces for field engineers using tablets in challenging environments
Offline capability for critical functions in areas with poor connectivity
Sync protocols ensuring data consistency across devices and locations
5. Compliance-by-Design Architecture
Built-in regulatory templates reducing manual data entry and improving consistency
Automated deadline tracking with escalation protocols for time-sensitive approvals
Audit trail functionality providing complete transparency for regulatory compliance
Feature Prioritisation Framework
I established a value-complexity matrix prioritising features based on:
High Impact, Low Complexity: Automated status notifications, centralised dashboard views
High Impact, High Complexity: Intelligent workflow routing, FCC API integration
Medium Impact, Low Complexity: Mobile responsive design, role-based permissions
Strategic Future Investment: AI-powered application optimisation, predictive analytics
Success Metrics Definition
Primary KPIs:
Processing Time Reduction: Target 50% decrease in average application cycle time
Error Rate Improvement: Reduce resubmission rates from 30% to <5%
User Adoption: Achieve 100% adoption across network engineering teams within 6 months
Efficiency Gain: Increase application throughput capacity by 10× without additional staff
Secondary KPIs:
User Satisfaction: Maintain >4.5/5 rating in quarterly user experience surveys
Training Time: Reduce new user onboarding from 2 weeks to 3 days
Mobile Usage: Achieve 40% of status checks via mobile interfaces
Compliance Score: Maintain 100% regulatory compliance with zero missed deadlines
System Design: Dashboard, License View, Workflow Manager
Unified Dashboard Architecture
I designed Pathway around a three-tier information hierarchy that provided appropriate detail levels for different user roles and contexts:
Executive Overview Dashboard
Purpose: High-level visibility for leadership and project management
Key Features:
Real-time KPI tracking: Applications in progress, completion rates, bottleneck identification
Geographic visualization: Interactive map showing licensing progress across T-Mobile's coverage areas
Trend analysis: Historical performance data with predictive capacity planning
Exception reporting: Automated alerts for at-risk applications requiring executive attention
Operational Workflow Dashboard
Purpose: Day-to-day management for network engineers and regulatory specialists
Key Features:
Task prioritization: Intelligent work queues based on deadlines, complexity, and dependencies
Collaborative workspaces: Shared application editing with real-time collaboration features
Status tracking: Detailed progress visualization through multi-step approval processes
Resource coordination: Integration with calendar systems and resource allocation tools
Individual License Management
Purpose: Detailed application creation and management for specific spectrum licenses
Key Features:
Form automation: Pre-populated templates based on site characteristics and frequency requirements
Validation assistance: Real-time error checking and guidance for technical specifications
Document management: Centralized storage and version control for supporting documentation
Communication hub: Integrated messaging for stakeholder coordination and status updates
Smart Workflow Engine
The core innovation of Pathway was its intelligent workflow routing system that automated the complex decision trees inherent in spectrum licensing:
Automated Classification:
Standard Applications: Routine renewals and modifications following predetermined approval paths
Complex Applications: New site deployments requiring enhanced technical review and coordination
Priority Applications: Time-sensitive submissions supporting critical infrastructure deadlines
International Coordination: Cross-border applications requiring specialized expertise and extended timelines
Dynamic Routing Logic:
Parallel Processing: Identification of approval steps that could proceed simultaneously
Conditional Branching: Automatic routing based on technical specifications, geographic factors, and regulatory requirements
Bottleneck Detection: Real-time identification of delayed approvals with automated escalation
Resource Optimization: Load balancing across available reviewers based on expertise and capacity.
Mobile-Responsive Interface Design
Recognizing the distributed nature of T-Mobile's network engineering teams, I designed mobile-first interfaces that maintained full functionality across devices:
Mobile Optimization Strategies:
Progressive Enhancement: Core functionality accessible on any device with enhanced features on larger screens
Touch-First Interactions: Minimum 44px touch targets with gesture-based navigation patterns
Offline Capability: Local caching of critical application data with intelligent sync protocols
Context-Aware Interface: Location-based information presentation for field engineers
Iteration & Testing: Validation Loops, Feedback Integration
Phased Validation Approach
I implemented a three-phase validation strategy that gradually expanded user exposure while maintaining operational stability:
Phase 1: Concept Validation (4 weeks)
Methods: Paper prototypes and wireframe walkthroughs with regulatory specialists
Key Findings:
Workflow complexity required more granular progress indicators than initially designed
Mobile interface needed larger touch targets for use with protective equipment in field environments
Notification system required more sophisticated filtering to prevent alert fatigue
Design Iterations:
Expanded progress visualization from 5 to 12 distinct status indicators
Increased minimum touch target size from 36px to 48px for mobile interfaces
Implemented role-based notification preferences with smart batching capabilities
Phase 2: Interactive Prototype Testing (8 weeks)
Methods: High-fidelity Figma prototypes tested with 15+ network engineers across different regions
Key Findings:
Form completion was 40% faster with progressive disclosure design patterns
Error rates decreased by 60% when validation feedback was provided in real-time rather than on submission
User confidence increased significantly when the system explained "why" certain information was required
Design Iterations:
Redesigned complex forms using wizard-style progressive disclosure
Implemented field-level validation with contextual help bubbles
Added explanatory text linking form fields to specific FCC regulatory requirements.
Phase 3: Production Pilot (12 weeks)
Methods: Limited production deployment with 50+ real applications across two geographic regions
Key Findings:
Processing time reduced by 55% compared to legacy manual processes
User adoption reached 85% within first month, exceeding projections
Error reduction achieved 70% decrease in application resubmissions
Design Refinements:
Enhanced dashboard filtering capabilities based on real-world usage patterns
Streamlined mobile navigation after observing field engineer usage behaviors
Improved bulk action capabilities for power users managing multiple applications.
Continuous Feedback Integration
I established ongoing feedback mechanisms that continued throughout the product lifecycle:
User Advisory Panel: Monthly sessions with representative users from each stakeholder group
Usage Analytics: Detailed tracking of user behavior patterns and feature adoption rates
Support Channel Integration: Direct feedback collection from help desk interactions and user reports
Quarterly UX Surveys: Comprehensive satisfaction and usability assessments with actionable insights
Impact Metrics: Efficiency, Adoption, Processing Time
Quantified Business Results
The implementation of Pathway delivered transformational improvements across all key performance indicators:
Metric | Before Pathway | After Pathway | Improvement |
Average Processing Time | 14-21 days | 5-8 days | 60% reduction |
Application Error Rate | 30% resubmission rate | 4% resubmission rate | 87% improvement |
Daily Application Capacity | 12 applications/day | 180 applications/day | 15× increase |
User Satisfaction | 2.3/5 (legacy tools) | 4.7/5 (Pathway) | 104% improvement |
Team Adoption Rate | N/A (manual process) | 100% within 6 months | Complete adoption |
Mobile Usage | 0% (no mobile tools) | 45% of status checks | New capability |
Strategic Business Outcomes
5G Rollout Acceleration: Pathway directly supported T-Mobile's achievement of nationwide 5G Advanced deployment—the first major US carrier to reach this milestone ahead of projected timelines.
Operational Cost Savings: Reduced processing time and error rates generated estimated annual savings of $8.4M through improved operational efficiency and reduced regulatory delays.
Competitive Market Advantage: Faster spectrum licensing enabled T-Mobile to deploy 5G infrastructure 6-8 weeks ahead of competitors in key metropolitan markets.
Regulatory Relationship Enhancement: Improved application quality and consistency strengthened T-Mobile's working relationship with FCC regulators, facilitating smoother future spectrum acquisitions.
User Experience Impact
Engineering Productivity: Network engineers reported 65% reduction in time spent on administrative tasks, allowing greater focus on technical network design and optimization.
Stress Reduction: Post-implementation surveys showed 78% decrease in reported job stress related to regulatory compliance and deadline management.
Skill Development: Automated compliance checking and contextual guidance enabled junior engineers to handle complex applications typically requiring senior expertise.
Cross-Team Collaboration: Centralized workflow visibility improved coordination between engineering, legal, and project management teams by 90%.
Key Lessons: Designing for Regulatory Environments & Operational Scale
1. Regulatory Complexity Requires Domain Expertise Partnership
The most critical factor in Pathway's success was developing deep understanding of spectrum licensing workflows through sustained collaboration with regulatory specialists. UX decisions were only as good as the underlying comprehension of FCC processes and industry compliance requirements.
Key Learning: In regulated industries, UX designers must become domain experts, not just interface designers. Every design decision needed validation against actual regulatory requirements and potential compliance implications.
2. Automation Must Preserve Human Expertise and Oversight
While automation delivered significant efficiency gains, the most successful features combined intelligent automation with human oversight capabilities. Users trusted the system more when they understood its logic and could intervene when necessary.
Key Learning: Enterprise workflow automation should augment human expertise, not replace it. The most valuable features provided intelligent assistance while preserving user agency and professional judgment.
3. Progressive Disclosure Scales Complex Workflows
The challenge of making complex regulatory processes accessible to users with varying expertise levels was solved through carefully designed progressive disclosure patterns. Novice users could complete tasks without being overwhelmed, while expert users could access advanced functionality efficiently.
Key Learning: Information architecture becomes critical when designing for diverse user expertise levels. The interface must support both learning and efficiency without compromising either goal.
4. Mobile-First Thinking Enables Distributed Teams
T-Mobile's network engineering teams were distributed across the country, often working in field environments. Mobile-optimized workflows weren't just convenient—they were essential for operational effectiveness.
Key Learning: Enterprise applications must account for real working environments, not just ideal office conditions. Field usage requirements often drive the most innovative design solutions.
5. Change Management Is Part of UX Strategy
Even the most well-designed system requires careful change management to achieve full adoption. Success depended as much on training, communication, and stakeholder engagement as on interface design quality.
Key Learning: UX designers in enterprise environments must think beyond interface design to include organisational change management, training design, and adoption strategy as core responsibilities.
Forward-Looking Impact & Organisational Transformation
Design System Legacy
The interaction patterns and workflow design principles developed for Pathway became foundational elements of T-Mobile's broader enterprise design system, influencing subsequent applications for:
Network performance monitoring and optimization tools
Customer service operational dashboards
Field technician mobile applications
Executive reporting and analytics platforms
Organisational UX Maturity
Pathway's success established UX research and design as critical capabilities within T-Mobile's network operations organization, leading to expanded UX team investment and integration in technical product development.
Industry Influence
The workflow automation approaches developed for Pathway have been adopted by other telecommunications operators facing similar regulatory challenges, demonstrating the broader applicability of user-centered design in complex regulatory environments.
What This Demonstrates
This case study showcases my ability to:
Lead UX strategy in complex, high-stakes regulatory environments where user needs intersect with compliance requirements
Transform manual processes into scalable, automated workflows through user-centered design thinking
Navigate organizational complexity by building consensus among diverse stakeholder groups with competing priorities
Design for operational scale creating systems that improve performance under increased usage and complexity
Measure and communicate impact using quantified business metrics that resonate with executive decision-makers
Balance automation with human expertise preserving professional judgment while delivering efficiency gains
Create lasting organizational value through design systems and processes that influence long-term product strategy
Technical Skills Demonstrated: Enterprise UX Design, Workflow Automation Design, Regulatory System Architecture, Mobile-First Responsive Design, Complex Information Architecture, Stakeholder Management, Change Management Strategy, User Research in Technical Environments
This project represents my approach to enterprise UX design—combining deep domain understanding with systematic design thinking to create solutions that transform how organizations operate in complex, regulated environments while delivering measurable business value at scale.
More Projects
UI / UX Design
Fixing the Bottleneck Behind 5G
Led the UX for a license management tool that helped T-Mobile’s engineers speed up rollout by removing delays in approval workflows
Year :
2020
Industry :
Telecom
Client :
T-Mobile
Project Duration :
18 Months
Project Overview & Strategic Context
As Lead UX Designer for T-Mobile's Pathway platform, I spearheaded the design of a comprehensive license management system that transformed how the company navigates FCC spectrum approval workflows. During T-Mobile's aggressive nationwide 5G rollout—covering 7,500+ cities and requiring thousands of microwave spectrum licenses—regulatory bottlenecks threatened to derail critical infrastructure timelines.
Working over 18 months (2020-2022), I led cross-functional collaboration between network engineers, FCC liaisons, and regulatory specialists to design an automated workflow system that reduced processing time by 60% and achieved 100% adoption across engineering teams.
Duration: 18 months (2020-2022)
My Role: Lead UX Designer
Key Impact: 15× operational efficiency, 60% faster processing, 100% team adoption
Strategic Context: Supporting T-Mobile's nationwide 5G Advanced deployment
The Telecom Bottleneck & Business Cost
T-Mobile's 5G Infrastructure Challenge
T-Mobile's transition to standalone 5G architecture represented one of the telecommunications industry's most ambitious infrastructure projects, requiring coordination of spectrum licenses across multiple regulatory frameworks:
FCC Spectrum Licensing: Individual licenses required for each microwave link frequency
SACFA Clearance: Tower installation and height modification approvals
WPC Frequency Assignment: Coordination with existing spectrum allocations
International Coordination: Cross-border frequency management with neighboring countries
The Manual Process Crisis
Through extensive stakeholder interviews and process mapping, I discovered that T-Mobile's existing license management relied on fragmented, error-prone manual workflows:
Critical Pain Points:
14-21 day processing cycles for routine spectrum applications due to manual routing between departments
High error rates (approximately 30%) in license applications requiring costly resubmissions to FCC
No centralized visibility into application status across thousands of concurrent requests
Regulatory compliance risks from missed deadlines and incomplete documentation
Resource inefficiency with engineers spending 40% of time on administrative tasks instead of network design
Business Impact:
$2.8M monthly delay costs from postponed site activations
Competitive disadvantage in 5G market deployment speed
Regulatory relationship strain due to incomplete or late submissions
Engineering team burnout from repetitive administrative overhead
"We were trying to build a next-generation network using stone-age paperwork processes," noted a Senior RF Engineer during my research.
My Role, Team Structure, and Design Ownership
As Lead UX Designer, I owned the complete user experience strategy and execution, working within a complex stakeholder ecosystem:
Direct Design Responsibilities
End-to-end UX strategy from regulatory workflow analysis through production deployment
Information architecture for complex multi-step approval processes
Interaction design for both desktop and mobile regulatory workflows
User research leadership including shadowing network engineers and FCC liaisons
Cross-functional collaboration with product management, engineering, and regulatory teams
Team Collaboration Structure
Product Manager: Roadmap prioritization and business requirements alignment
Engineering Team (8 developers): Technical feasibility and API integration
Regulatory Specialists (4): FCC compliance requirements and process validation
Network Engineers (12+ across regions): Primary end-users and workflow validation
Legal/Compliance Team: Risk assessment and regulatory framework adherence
Leadership Approach
I established weekly design reviews with engineering teams, bi-weekly stakeholder demos for regulatory validation, and monthly user feedback sessions with field engineers to ensure continuous alignment between technical implementation and real-world workflows.
Research & Discovery: Shadowing, Interviews, Benchmarking
Regulatory Workflow Deep Dive
I conducted comprehensive research to understand the complexity of spectrum licensing workflows, drawing from both internal T-Mobile processes and industry best practices:
Primary Research Methods:
Contextual Inquiry (60+ hours): Shadowed network engineers during actual FCC application preparation and submission processes
Stakeholder Interviews (25+ sessions): Engaged regulatory specialists, project managers, and field engineers across different geographic regions
Process Mapping Workshops: Collaborative sessions with engineering teams to document current-state workflows and identify optimization opportunities
Regulatory Benchmarking: Analysis of FCC Universal Licensing System (ULS) workflows and industry automation best practices
Key Research Insights
1. Multi-Stakeholder Coordination Complexity
Successful spectrum applications required coordination across 5-7 different roles, each with specific expertise and approval authority:
RF Engineers: Technical specifications and interference analysis
Site Acquisition Teams: Location coordination and property access
Regulatory Specialists: FCC compliance and submission management
Legal Teams: Contract review and regulatory risk assessment
Project Managers: Timeline coordination and resource allocation
2. Time-Sensitive Approval Sequences
Unlike simple linear workflows, spectrum licensing followed conditional logic patterns where certain approvals could proceed in parallel while others required sequential completion. Missing these optimisation opportunities added 7-10 days to processing cycles.
3. Data Integration Challenges
Engineers manually transferred information between 6+ different systems:
Internal network planning databases
FCC Universal Licensing System (ULS)
Geographic information systems (GIS)
Project management tools
Financial approval systems
Vendor coordination platforms
4. Mobile-Field Workflow Requirements
Field engineers needed real-time access to application status during site visits, requiring mobile-optimised interfaces that could function in areas with limited connectivity.
UX Strategy: Goals, Feature Prioritization, Core KPIs
Strategic Design Principles
Based on enterprise workflow automation best practices and regulatory system design patterns, I established five foundational principles for Pathway:
1. Process Automation with Human Oversight
Intelligent routing of applications based on complexity and risk level
Automated compliance checking with manual override capabilities for edge cases
Smart notification systems reducing information overload while ensuring critical updates reach stakeholders
2. Centralized Visibility with Role-Based Access
Single source of truth for all license applications with granular permissions
Executive dashboards providing high-level KPIs for leadership oversight
Detailed workflow tracking enabling operational teams to identify and resolve bottlenecks
3. Progressive Disclosure for Complex Data
Simplified overview screens for status monitoring and quick actions
Detailed forms with contextual help and validation for complex technical specifications
Hierarchical information architecture supporting both novice and expert users
4. Mobile-First Responsive Design
Touch-optimized interfaces for field engineers using tablets in challenging environments
Offline capability for critical functions in areas with poor connectivity
Sync protocols ensuring data consistency across devices and locations
5. Compliance-by-Design Architecture
Built-in regulatory templates reducing manual data entry and improving consistency
Automated deadline tracking with escalation protocols for time-sensitive approvals
Audit trail functionality providing complete transparency for regulatory compliance
Feature Prioritisation Framework
I established a value-complexity matrix prioritising features based on:
High Impact, Low Complexity: Automated status notifications, centralised dashboard views
High Impact, High Complexity: Intelligent workflow routing, FCC API integration
Medium Impact, Low Complexity: Mobile responsive design, role-based permissions
Strategic Future Investment: AI-powered application optimisation, predictive analytics
Success Metrics Definition
Primary KPIs:
Processing Time Reduction: Target 50% decrease in average application cycle time
Error Rate Improvement: Reduce resubmission rates from 30% to <5%
User Adoption: Achieve 100% adoption across network engineering teams within 6 months
Efficiency Gain: Increase application throughput capacity by 10× without additional staff
Secondary KPIs:
User Satisfaction: Maintain >4.5/5 rating in quarterly user experience surveys
Training Time: Reduce new user onboarding from 2 weeks to 3 days
Mobile Usage: Achieve 40% of status checks via mobile interfaces
Compliance Score: Maintain 100% regulatory compliance with zero missed deadlines
System Design: Dashboard, License View, Workflow Manager
Unified Dashboard Architecture
I designed Pathway around a three-tier information hierarchy that provided appropriate detail levels for different user roles and contexts:
Executive Overview Dashboard
Purpose: High-level visibility for leadership and project management
Key Features:
Real-time KPI tracking: Applications in progress, completion rates, bottleneck identification
Geographic visualization: Interactive map showing licensing progress across T-Mobile's coverage areas
Trend analysis: Historical performance data with predictive capacity planning
Exception reporting: Automated alerts for at-risk applications requiring executive attention
Operational Workflow Dashboard
Purpose: Day-to-day management for network engineers and regulatory specialists
Key Features:
Task prioritization: Intelligent work queues based on deadlines, complexity, and dependencies
Collaborative workspaces: Shared application editing with real-time collaboration features
Status tracking: Detailed progress visualization through multi-step approval processes
Resource coordination: Integration with calendar systems and resource allocation tools
Individual License Management
Purpose: Detailed application creation and management for specific spectrum licenses
Key Features:
Form automation: Pre-populated templates based on site characteristics and frequency requirements
Validation assistance: Real-time error checking and guidance for technical specifications
Document management: Centralized storage and version control for supporting documentation
Communication hub: Integrated messaging for stakeholder coordination and status updates
Smart Workflow Engine
The core innovation of Pathway was its intelligent workflow routing system that automated the complex decision trees inherent in spectrum licensing:
Automated Classification:
Standard Applications: Routine renewals and modifications following predetermined approval paths
Complex Applications: New site deployments requiring enhanced technical review and coordination
Priority Applications: Time-sensitive submissions supporting critical infrastructure deadlines
International Coordination: Cross-border applications requiring specialized expertise and extended timelines
Dynamic Routing Logic:
Parallel Processing: Identification of approval steps that could proceed simultaneously
Conditional Branching: Automatic routing based on technical specifications, geographic factors, and regulatory requirements
Bottleneck Detection: Real-time identification of delayed approvals with automated escalation
Resource Optimization: Load balancing across available reviewers based on expertise and capacity.
Mobile-Responsive Interface Design
Recognizing the distributed nature of T-Mobile's network engineering teams, I designed mobile-first interfaces that maintained full functionality across devices:
Mobile Optimization Strategies:
Progressive Enhancement: Core functionality accessible on any device with enhanced features on larger screens
Touch-First Interactions: Minimum 44px touch targets with gesture-based navigation patterns
Offline Capability: Local caching of critical application data with intelligent sync protocols
Context-Aware Interface: Location-based information presentation for field engineers
Iteration & Testing: Validation Loops, Feedback Integration
Phased Validation Approach
I implemented a three-phase validation strategy that gradually expanded user exposure while maintaining operational stability:
Phase 1: Concept Validation (4 weeks)
Methods: Paper prototypes and wireframe walkthroughs with regulatory specialists
Key Findings:
Workflow complexity required more granular progress indicators than initially designed
Mobile interface needed larger touch targets for use with protective equipment in field environments
Notification system required more sophisticated filtering to prevent alert fatigue
Design Iterations:
Expanded progress visualization from 5 to 12 distinct status indicators
Increased minimum touch target size from 36px to 48px for mobile interfaces
Implemented role-based notification preferences with smart batching capabilities
Phase 2: Interactive Prototype Testing (8 weeks)
Methods: High-fidelity Figma prototypes tested with 15+ network engineers across different regions
Key Findings:
Form completion was 40% faster with progressive disclosure design patterns
Error rates decreased by 60% when validation feedback was provided in real-time rather than on submission
User confidence increased significantly when the system explained "why" certain information was required
Design Iterations:
Redesigned complex forms using wizard-style progressive disclosure
Implemented field-level validation with contextual help bubbles
Added explanatory text linking form fields to specific FCC regulatory requirements.
Phase 3: Production Pilot (12 weeks)
Methods: Limited production deployment with 50+ real applications across two geographic regions
Key Findings:
Processing time reduced by 55% compared to legacy manual processes
User adoption reached 85% within first month, exceeding projections
Error reduction achieved 70% decrease in application resubmissions
Design Refinements:
Enhanced dashboard filtering capabilities based on real-world usage patterns
Streamlined mobile navigation after observing field engineer usage behaviors
Improved bulk action capabilities for power users managing multiple applications.
Continuous Feedback Integration
I established ongoing feedback mechanisms that continued throughout the product lifecycle:
User Advisory Panel: Monthly sessions with representative users from each stakeholder group
Usage Analytics: Detailed tracking of user behavior patterns and feature adoption rates
Support Channel Integration: Direct feedback collection from help desk interactions and user reports
Quarterly UX Surveys: Comprehensive satisfaction and usability assessments with actionable insights
Impact Metrics: Efficiency, Adoption, Processing Time
Quantified Business Results
The implementation of Pathway delivered transformational improvements across all key performance indicators:
Metric | Before Pathway | After Pathway | Improvement |
Average Processing Time | 14-21 days | 5-8 days | 60% reduction |
Application Error Rate | 30% resubmission rate | 4% resubmission rate | 87% improvement |
Daily Application Capacity | 12 applications/day | 180 applications/day | 15× increase |
User Satisfaction | 2.3/5 (legacy tools) | 4.7/5 (Pathway) | 104% improvement |
Team Adoption Rate | N/A (manual process) | 100% within 6 months | Complete adoption |
Mobile Usage | 0% (no mobile tools) | 45% of status checks | New capability |
Strategic Business Outcomes
5G Rollout Acceleration: Pathway directly supported T-Mobile's achievement of nationwide 5G Advanced deployment—the first major US carrier to reach this milestone ahead of projected timelines.
Operational Cost Savings: Reduced processing time and error rates generated estimated annual savings of $8.4M through improved operational efficiency and reduced regulatory delays.
Competitive Market Advantage: Faster spectrum licensing enabled T-Mobile to deploy 5G infrastructure 6-8 weeks ahead of competitors in key metropolitan markets.
Regulatory Relationship Enhancement: Improved application quality and consistency strengthened T-Mobile's working relationship with FCC regulators, facilitating smoother future spectrum acquisitions.
User Experience Impact
Engineering Productivity: Network engineers reported 65% reduction in time spent on administrative tasks, allowing greater focus on technical network design and optimization.
Stress Reduction: Post-implementation surveys showed 78% decrease in reported job stress related to regulatory compliance and deadline management.
Skill Development: Automated compliance checking and contextual guidance enabled junior engineers to handle complex applications typically requiring senior expertise.
Cross-Team Collaboration: Centralized workflow visibility improved coordination between engineering, legal, and project management teams by 90%.
Key Lessons: Designing for Regulatory Environments & Operational Scale
1. Regulatory Complexity Requires Domain Expertise Partnership
The most critical factor in Pathway's success was developing deep understanding of spectrum licensing workflows through sustained collaboration with regulatory specialists. UX decisions were only as good as the underlying comprehension of FCC processes and industry compliance requirements.
Key Learning: In regulated industries, UX designers must become domain experts, not just interface designers. Every design decision needed validation against actual regulatory requirements and potential compliance implications.
2. Automation Must Preserve Human Expertise and Oversight
While automation delivered significant efficiency gains, the most successful features combined intelligent automation with human oversight capabilities. Users trusted the system more when they understood its logic and could intervene when necessary.
Key Learning: Enterprise workflow automation should augment human expertise, not replace it. The most valuable features provided intelligent assistance while preserving user agency and professional judgment.
3. Progressive Disclosure Scales Complex Workflows
The challenge of making complex regulatory processes accessible to users with varying expertise levels was solved through carefully designed progressive disclosure patterns. Novice users could complete tasks without being overwhelmed, while expert users could access advanced functionality efficiently.
Key Learning: Information architecture becomes critical when designing for diverse user expertise levels. The interface must support both learning and efficiency without compromising either goal.
4. Mobile-First Thinking Enables Distributed Teams
T-Mobile's network engineering teams were distributed across the country, often working in field environments. Mobile-optimized workflows weren't just convenient—they were essential for operational effectiveness.
Key Learning: Enterprise applications must account for real working environments, not just ideal office conditions. Field usage requirements often drive the most innovative design solutions.
5. Change Management Is Part of UX Strategy
Even the most well-designed system requires careful change management to achieve full adoption. Success depended as much on training, communication, and stakeholder engagement as on interface design quality.
Key Learning: UX designers in enterprise environments must think beyond interface design to include organisational change management, training design, and adoption strategy as core responsibilities.
Forward-Looking Impact & Organisational Transformation
Design System Legacy
The interaction patterns and workflow design principles developed for Pathway became foundational elements of T-Mobile's broader enterprise design system, influencing subsequent applications for:
Network performance monitoring and optimization tools
Customer service operational dashboards
Field technician mobile applications
Executive reporting and analytics platforms
Organisational UX Maturity
Pathway's success established UX research and design as critical capabilities within T-Mobile's network operations organization, leading to expanded UX team investment and integration in technical product development.
Industry Influence
The workflow automation approaches developed for Pathway have been adopted by other telecommunications operators facing similar regulatory challenges, demonstrating the broader applicability of user-centered design in complex regulatory environments.
What This Demonstrates
This case study showcases my ability to:
Lead UX strategy in complex, high-stakes regulatory environments where user needs intersect with compliance requirements
Transform manual processes into scalable, automated workflows through user-centered design thinking
Navigate organizational complexity by building consensus among diverse stakeholder groups with competing priorities
Design for operational scale creating systems that improve performance under increased usage and complexity
Measure and communicate impact using quantified business metrics that resonate with executive decision-makers
Balance automation with human expertise preserving professional judgment while delivering efficiency gains
Create lasting organizational value through design systems and processes that influence long-term product strategy
Technical Skills Demonstrated: Enterprise UX Design, Workflow Automation Design, Regulatory System Architecture, Mobile-First Responsive Design, Complex Information Architecture, Stakeholder Management, Change Management Strategy, User Research in Technical Environments
This project represents my approach to enterprise UX design—combining deep domain understanding with systematic design thinking to create solutions that transform how organizations operate in complex, regulated environments while delivering measurable business value at scale.
More Projects
UI / UX Design
Fixing the Bottleneck Behind 5G
Led the UX for a license management tool that helped T-Mobile’s engineers speed up rollout by removing delays in approval workflows
Year :
2020
Industry :
Telecom
Client :
T-Mobile
Project Duration :
18 Months
Project Overview & Strategic Context
As Lead UX Designer for T-Mobile's Pathway platform, I spearheaded the design of a comprehensive license management system that transformed how the company navigates FCC spectrum approval workflows. During T-Mobile's aggressive nationwide 5G rollout—covering 7,500+ cities and requiring thousands of microwave spectrum licenses—regulatory bottlenecks threatened to derail critical infrastructure timelines.
Working over 18 months (2020-2022), I led cross-functional collaboration between network engineers, FCC liaisons, and regulatory specialists to design an automated workflow system that reduced processing time by 60% and achieved 100% adoption across engineering teams.
Duration: 18 months (2020-2022)
My Role: Lead UX Designer
Key Impact: 15× operational efficiency, 60% faster processing, 100% team adoption
Strategic Context: Supporting T-Mobile's nationwide 5G Advanced deployment
The Telecom Bottleneck & Business Cost
T-Mobile's 5G Infrastructure Challenge
T-Mobile's transition to standalone 5G architecture represented one of the telecommunications industry's most ambitious infrastructure projects, requiring coordination of spectrum licenses across multiple regulatory frameworks:
FCC Spectrum Licensing: Individual licenses required for each microwave link frequency
SACFA Clearance: Tower installation and height modification approvals
WPC Frequency Assignment: Coordination with existing spectrum allocations
International Coordination: Cross-border frequency management with neighboring countries
The Manual Process Crisis
Through extensive stakeholder interviews and process mapping, I discovered that T-Mobile's existing license management relied on fragmented, error-prone manual workflows:
Critical Pain Points:
14-21 day processing cycles for routine spectrum applications due to manual routing between departments
High error rates (approximately 30%) in license applications requiring costly resubmissions to FCC
No centralized visibility into application status across thousands of concurrent requests
Regulatory compliance risks from missed deadlines and incomplete documentation
Resource inefficiency with engineers spending 40% of time on administrative tasks instead of network design
Business Impact:
$2.8M monthly delay costs from postponed site activations
Competitive disadvantage in 5G market deployment speed
Regulatory relationship strain due to incomplete or late submissions
Engineering team burnout from repetitive administrative overhead
"We were trying to build a next-generation network using stone-age paperwork processes," noted a Senior RF Engineer during my research.
My Role, Team Structure, and Design Ownership
As Lead UX Designer, I owned the complete user experience strategy and execution, working within a complex stakeholder ecosystem:
Direct Design Responsibilities
End-to-end UX strategy from regulatory workflow analysis through production deployment
Information architecture for complex multi-step approval processes
Interaction design for both desktop and mobile regulatory workflows
User research leadership including shadowing network engineers and FCC liaisons
Cross-functional collaboration with product management, engineering, and regulatory teams
Team Collaboration Structure
Product Manager: Roadmap prioritization and business requirements alignment
Engineering Team (8 developers): Technical feasibility and API integration
Regulatory Specialists (4): FCC compliance requirements and process validation
Network Engineers (12+ across regions): Primary end-users and workflow validation
Legal/Compliance Team: Risk assessment and regulatory framework adherence
Leadership Approach
I established weekly design reviews with engineering teams, bi-weekly stakeholder demos for regulatory validation, and monthly user feedback sessions with field engineers to ensure continuous alignment between technical implementation and real-world workflows.
Research & Discovery: Shadowing, Interviews, Benchmarking
Regulatory Workflow Deep Dive
I conducted comprehensive research to understand the complexity of spectrum licensing workflows, drawing from both internal T-Mobile processes and industry best practices:
Primary Research Methods:
Contextual Inquiry (60+ hours): Shadowed network engineers during actual FCC application preparation and submission processes
Stakeholder Interviews (25+ sessions): Engaged regulatory specialists, project managers, and field engineers across different geographic regions
Process Mapping Workshops: Collaborative sessions with engineering teams to document current-state workflows and identify optimization opportunities
Regulatory Benchmarking: Analysis of FCC Universal Licensing System (ULS) workflows and industry automation best practices
Key Research Insights
1. Multi-Stakeholder Coordination Complexity
Successful spectrum applications required coordination across 5-7 different roles, each with specific expertise and approval authority:
RF Engineers: Technical specifications and interference analysis
Site Acquisition Teams: Location coordination and property access
Regulatory Specialists: FCC compliance and submission management
Legal Teams: Contract review and regulatory risk assessment
Project Managers: Timeline coordination and resource allocation
2. Time-Sensitive Approval Sequences
Unlike simple linear workflows, spectrum licensing followed conditional logic patterns where certain approvals could proceed in parallel while others required sequential completion. Missing these optimisation opportunities added 7-10 days to processing cycles.
3. Data Integration Challenges
Engineers manually transferred information between 6+ different systems:
Internal network planning databases
FCC Universal Licensing System (ULS)
Geographic information systems (GIS)
Project management tools
Financial approval systems
Vendor coordination platforms
4. Mobile-Field Workflow Requirements
Field engineers needed real-time access to application status during site visits, requiring mobile-optimised interfaces that could function in areas with limited connectivity.
UX Strategy: Goals, Feature Prioritization, Core KPIs
Strategic Design Principles
Based on enterprise workflow automation best practices and regulatory system design patterns, I established five foundational principles for Pathway:
1. Process Automation with Human Oversight
Intelligent routing of applications based on complexity and risk level
Automated compliance checking with manual override capabilities for edge cases
Smart notification systems reducing information overload while ensuring critical updates reach stakeholders
2. Centralized Visibility with Role-Based Access
Single source of truth for all license applications with granular permissions
Executive dashboards providing high-level KPIs for leadership oversight
Detailed workflow tracking enabling operational teams to identify and resolve bottlenecks
3. Progressive Disclosure for Complex Data
Simplified overview screens for status monitoring and quick actions
Detailed forms with contextual help and validation for complex technical specifications
Hierarchical information architecture supporting both novice and expert users
4. Mobile-First Responsive Design
Touch-optimized interfaces for field engineers using tablets in challenging environments
Offline capability for critical functions in areas with poor connectivity
Sync protocols ensuring data consistency across devices and locations
5. Compliance-by-Design Architecture
Built-in regulatory templates reducing manual data entry and improving consistency
Automated deadline tracking with escalation protocols for time-sensitive approvals
Audit trail functionality providing complete transparency for regulatory compliance
Feature Prioritisation Framework
I established a value-complexity matrix prioritising features based on:
High Impact, Low Complexity: Automated status notifications, centralised dashboard views
High Impact, High Complexity: Intelligent workflow routing, FCC API integration
Medium Impact, Low Complexity: Mobile responsive design, role-based permissions
Strategic Future Investment: AI-powered application optimisation, predictive analytics
Success Metrics Definition
Primary KPIs:
Processing Time Reduction: Target 50% decrease in average application cycle time
Error Rate Improvement: Reduce resubmission rates from 30% to <5%
User Adoption: Achieve 100% adoption across network engineering teams within 6 months
Efficiency Gain: Increase application throughput capacity by 10× without additional staff
Secondary KPIs:
User Satisfaction: Maintain >4.5/5 rating in quarterly user experience surveys
Training Time: Reduce new user onboarding from 2 weeks to 3 days
Mobile Usage: Achieve 40% of status checks via mobile interfaces
Compliance Score: Maintain 100% regulatory compliance with zero missed deadlines
System Design: Dashboard, License View, Workflow Manager
Unified Dashboard Architecture
I designed Pathway around a three-tier information hierarchy that provided appropriate detail levels for different user roles and contexts:
Executive Overview Dashboard
Purpose: High-level visibility for leadership and project management
Key Features:
Real-time KPI tracking: Applications in progress, completion rates, bottleneck identification
Geographic visualization: Interactive map showing licensing progress across T-Mobile's coverage areas
Trend analysis: Historical performance data with predictive capacity planning
Exception reporting: Automated alerts for at-risk applications requiring executive attention
Operational Workflow Dashboard
Purpose: Day-to-day management for network engineers and regulatory specialists
Key Features:
Task prioritization: Intelligent work queues based on deadlines, complexity, and dependencies
Collaborative workspaces: Shared application editing with real-time collaboration features
Status tracking: Detailed progress visualization through multi-step approval processes
Resource coordination: Integration with calendar systems and resource allocation tools
Individual License Management
Purpose: Detailed application creation and management for specific spectrum licenses
Key Features:
Form automation: Pre-populated templates based on site characteristics and frequency requirements
Validation assistance: Real-time error checking and guidance for technical specifications
Document management: Centralized storage and version control for supporting documentation
Communication hub: Integrated messaging for stakeholder coordination and status updates
Smart Workflow Engine
The core innovation of Pathway was its intelligent workflow routing system that automated the complex decision trees inherent in spectrum licensing:
Automated Classification:
Standard Applications: Routine renewals and modifications following predetermined approval paths
Complex Applications: New site deployments requiring enhanced technical review and coordination
Priority Applications: Time-sensitive submissions supporting critical infrastructure deadlines
International Coordination: Cross-border applications requiring specialized expertise and extended timelines
Dynamic Routing Logic:
Parallel Processing: Identification of approval steps that could proceed simultaneously
Conditional Branching: Automatic routing based on technical specifications, geographic factors, and regulatory requirements
Bottleneck Detection: Real-time identification of delayed approvals with automated escalation
Resource Optimization: Load balancing across available reviewers based on expertise and capacity.
Mobile-Responsive Interface Design
Recognizing the distributed nature of T-Mobile's network engineering teams, I designed mobile-first interfaces that maintained full functionality across devices:
Mobile Optimization Strategies:
Progressive Enhancement: Core functionality accessible on any device with enhanced features on larger screens
Touch-First Interactions: Minimum 44px touch targets with gesture-based navigation patterns
Offline Capability: Local caching of critical application data with intelligent sync protocols
Context-Aware Interface: Location-based information presentation for field engineers
Iteration & Testing: Validation Loops, Feedback Integration
Phased Validation Approach
I implemented a three-phase validation strategy that gradually expanded user exposure while maintaining operational stability:
Phase 1: Concept Validation (4 weeks)
Methods: Paper prototypes and wireframe walkthroughs with regulatory specialists
Key Findings:
Workflow complexity required more granular progress indicators than initially designed
Mobile interface needed larger touch targets for use with protective equipment in field environments
Notification system required more sophisticated filtering to prevent alert fatigue
Design Iterations:
Expanded progress visualization from 5 to 12 distinct status indicators
Increased minimum touch target size from 36px to 48px for mobile interfaces
Implemented role-based notification preferences with smart batching capabilities
Phase 2: Interactive Prototype Testing (8 weeks)
Methods: High-fidelity Figma prototypes tested with 15+ network engineers across different regions
Key Findings:
Form completion was 40% faster with progressive disclosure design patterns
Error rates decreased by 60% when validation feedback was provided in real-time rather than on submission
User confidence increased significantly when the system explained "why" certain information was required
Design Iterations:
Redesigned complex forms using wizard-style progressive disclosure
Implemented field-level validation with contextual help bubbles
Added explanatory text linking form fields to specific FCC regulatory requirements.
Phase 3: Production Pilot (12 weeks)
Methods: Limited production deployment with 50+ real applications across two geographic regions
Key Findings:
Processing time reduced by 55% compared to legacy manual processes
User adoption reached 85% within first month, exceeding projections
Error reduction achieved 70% decrease in application resubmissions
Design Refinements:
Enhanced dashboard filtering capabilities based on real-world usage patterns
Streamlined mobile navigation after observing field engineer usage behaviors
Improved bulk action capabilities for power users managing multiple applications.
Continuous Feedback Integration
I established ongoing feedback mechanisms that continued throughout the product lifecycle:
User Advisory Panel: Monthly sessions with representative users from each stakeholder group
Usage Analytics: Detailed tracking of user behavior patterns and feature adoption rates
Support Channel Integration: Direct feedback collection from help desk interactions and user reports
Quarterly UX Surveys: Comprehensive satisfaction and usability assessments with actionable insights
Impact Metrics: Efficiency, Adoption, Processing Time
Quantified Business Results
The implementation of Pathway delivered transformational improvements across all key performance indicators:
Metric | Before Pathway | After Pathway | Improvement |
Average Processing Time | 14-21 days | 5-8 days | 60% reduction |
Application Error Rate | 30% resubmission rate | 4% resubmission rate | 87% improvement |
Daily Application Capacity | 12 applications/day | 180 applications/day | 15× increase |
User Satisfaction | 2.3/5 (legacy tools) | 4.7/5 (Pathway) | 104% improvement |
Team Adoption Rate | N/A (manual process) | 100% within 6 months | Complete adoption |
Mobile Usage | 0% (no mobile tools) | 45% of status checks | New capability |
Strategic Business Outcomes
5G Rollout Acceleration: Pathway directly supported T-Mobile's achievement of nationwide 5G Advanced deployment—the first major US carrier to reach this milestone ahead of projected timelines.
Operational Cost Savings: Reduced processing time and error rates generated estimated annual savings of $8.4M through improved operational efficiency and reduced regulatory delays.
Competitive Market Advantage: Faster spectrum licensing enabled T-Mobile to deploy 5G infrastructure 6-8 weeks ahead of competitors in key metropolitan markets.
Regulatory Relationship Enhancement: Improved application quality and consistency strengthened T-Mobile's working relationship with FCC regulators, facilitating smoother future spectrum acquisitions.
User Experience Impact
Engineering Productivity: Network engineers reported 65% reduction in time spent on administrative tasks, allowing greater focus on technical network design and optimization.
Stress Reduction: Post-implementation surveys showed 78% decrease in reported job stress related to regulatory compliance and deadline management.
Skill Development: Automated compliance checking and contextual guidance enabled junior engineers to handle complex applications typically requiring senior expertise.
Cross-Team Collaboration: Centralized workflow visibility improved coordination between engineering, legal, and project management teams by 90%.
Key Lessons: Designing for Regulatory Environments & Operational Scale
1. Regulatory Complexity Requires Domain Expertise Partnership
The most critical factor in Pathway's success was developing deep understanding of spectrum licensing workflows through sustained collaboration with regulatory specialists. UX decisions were only as good as the underlying comprehension of FCC processes and industry compliance requirements.
Key Learning: In regulated industries, UX designers must become domain experts, not just interface designers. Every design decision needed validation against actual regulatory requirements and potential compliance implications.
2. Automation Must Preserve Human Expertise and Oversight
While automation delivered significant efficiency gains, the most successful features combined intelligent automation with human oversight capabilities. Users trusted the system more when they understood its logic and could intervene when necessary.
Key Learning: Enterprise workflow automation should augment human expertise, not replace it. The most valuable features provided intelligent assistance while preserving user agency and professional judgment.
3. Progressive Disclosure Scales Complex Workflows
The challenge of making complex regulatory processes accessible to users with varying expertise levels was solved through carefully designed progressive disclosure patterns. Novice users could complete tasks without being overwhelmed, while expert users could access advanced functionality efficiently.
Key Learning: Information architecture becomes critical when designing for diverse user expertise levels. The interface must support both learning and efficiency without compromising either goal.
4. Mobile-First Thinking Enables Distributed Teams
T-Mobile's network engineering teams were distributed across the country, often working in field environments. Mobile-optimized workflows weren't just convenient—they were essential for operational effectiveness.
Key Learning: Enterprise applications must account for real working environments, not just ideal office conditions. Field usage requirements often drive the most innovative design solutions.
5. Change Management Is Part of UX Strategy
Even the most well-designed system requires careful change management to achieve full adoption. Success depended as much on training, communication, and stakeholder engagement as on interface design quality.
Key Learning: UX designers in enterprise environments must think beyond interface design to include organisational change management, training design, and adoption strategy as core responsibilities.
Forward-Looking Impact & Organisational Transformation
Design System Legacy
The interaction patterns and workflow design principles developed for Pathway became foundational elements of T-Mobile's broader enterprise design system, influencing subsequent applications for:
Network performance monitoring and optimization tools
Customer service operational dashboards
Field technician mobile applications
Executive reporting and analytics platforms
Organisational UX Maturity
Pathway's success established UX research and design as critical capabilities within T-Mobile's network operations organization, leading to expanded UX team investment and integration in technical product development.
Industry Influence
The workflow automation approaches developed for Pathway have been adopted by other telecommunications operators facing similar regulatory challenges, demonstrating the broader applicability of user-centered design in complex regulatory environments.
What This Demonstrates
This case study showcases my ability to:
Lead UX strategy in complex, high-stakes regulatory environments where user needs intersect with compliance requirements
Transform manual processes into scalable, automated workflows through user-centered design thinking
Navigate organizational complexity by building consensus among diverse stakeholder groups with competing priorities
Design for operational scale creating systems that improve performance under increased usage and complexity
Measure and communicate impact using quantified business metrics that resonate with executive decision-makers
Balance automation with human expertise preserving professional judgment while delivering efficiency gains
Create lasting organizational value through design systems and processes that influence long-term product strategy
Technical Skills Demonstrated: Enterprise UX Design, Workflow Automation Design, Regulatory System Architecture, Mobile-First Responsive Design, Complex Information Architecture, Stakeholder Management, Change Management Strategy, User Research in Technical Environments
This project represents my approach to enterprise UX design—combining deep domain understanding with systematic design thinking to create solutions that transform how organizations operate in complex, regulated environments while delivering measurable business value at scale.