My role:
Product and experience strategy
End-to-end workflow definition
Design leadership and coaching
Certain details have been omitted to respect confidentiality.
As the principal/lead designer on T-Mobile's AI and Emerging Technology team, I lead a group of four designers and help define how AI shows up across customer care, search, commerce, voice, multimodal experiences, and enterprise AI initiatives. My work spans shipped customer-facing experiences, executive-facing AI solutions, reusable AI interaction patterns, and future-state concepts designed to shape the next generation of customer and business engagement.
Beyond individual features, I help teams navigate ambiguity by translating emerging technologies into practical customer experiences. My role often involves aligning stakeholders, defining reusable interaction models, and creating frameworks that enable AI experiences to scale consistently across products and channels.
AI-powered customer care
AI Search experiences
Conversational commerce
AI response snippets
Voice & multimodal experiences
AI interaction patterns & frameworks
Enterprise AI initiatives
Emerging technology exploration
500K+ weekly AI-assisted interactions
73–75% containment
86% search resolution
Reduced unnecessary live-agent escalations
Established AI patterns used across multiple experiences
*UI details obscured due to feature in active development.
T-Mobile’s AI assistant handles hundreds of thousands of weekly interactions, many involving complex customer needs. These often escalated due to unclear responses, limited workflow support, and low trust in automation. We evolved it into an AI-driven experience capable of resolving issues, supporting decisions, and enabling transactions.
I led design across multiple AI initiatives spanning customer care, search, commerce, and enterprise experiences—helping evolve chat from a support channel into a platform for resolution, decision-making, and transactions.
Problem
Customers need a fast, trustworthy explanation for bill changes.
Customers frequently ask:
“Why did my bill change?”
When the answer isn’t immediately clear, they escalate to customer support.
Opportunity
Provide a clear, instant explanation directly within the chat experience—without requiring customers to dig through account details or perform their own calculations.
This initiative was designed as part of a broader system of AI-powered account and transaction responses. Throughout the design process, we considered how individual responses fit within the larger framework to ensure consistency, clarity, and trust across customer interactions.
Approach → Structuring complex information for speed and clarity
The core challenge was structural:
How do we make complex billing changes instantly understandable?
We evaluated three models:
Table-based explanations — structured and scannable
Visual comparisons — tables supported by charts
Guided flows — step-by-step, progressively disclosed explanations
KEY DECISION PRINCIPLE
We avoided combining multiple models, as this increases cognitive load and slows comprehension. This allowed us to isolate which structure delivers the fastest path to understanding.
KEY DECISION i owned
Shifted billing explanations from visual-heavy representations to structured, table-based responses to improve clarity and reduce user confusion.
The final direction focused on clarity, trust and control.
Table-first design for fast, reliable understanding
Category grouping to simplify scanning
Clear totals that reconcile all changes
Progressive disclosure to support deeper exploration without clutter
This approach creates a straightforward, trustworthy explanation experience, reducing confusion and helping users resolve questions without contacting support.
Problem
Add-on purchases are high intent, but too slow and fragmented. Customers often need to quickly purchase add-ons like data passes, roaming, or device protection.
However, the current experience requires:
navigating away from context
multiple steps to configure options
unnecessary friction before checkout
Opportunity
Enable instant, in-context purchasing — allowing users to complete add-on purchases the moment intent is detected.
CORE PRINCIPLES
One-tap checkout
Uses saved payment methods to eliminate friction
Context-aware configuration
Adapts dynamically based on:selected line
destination
coverage dates
Inline, not interruptive
Purchase happens within the existing flow — no navigation awaySystem-level scalability
Designed to support multiple add-on types (data, protection, subscriptions)Privacy, accessibility, and performance by default
This established a reusable purchase pattern, not a one-off flow.
*Details obscured due to feature in active development.
Rapid strategy → validated interaction model
This direction was:
defined and aligned in under 48 hours under executive urgency
approved at the SVP level
translated into a set of testable interaction patterns
We've have validated three initial flows (currently under development Q1-2026)
International data pass
Device protection (insurance)
T-Satellite add-on
Each flow applied the same core interaction model, validating its flexibility across use cases.
Testing focused on speed, clarity, and confidence
We tested lightweight, embedded purchase flows to determine which pattern best balances:
Speed of action
Clarity of options (reducing doubt)
Confidence before purchase
Result
Across all flows:
6.2 / 7 average comprehension
Strong user understanding despite:
being a new interaction pattern
users having no prior experience purchasing in chat
Users were able to:
understand the offer
make a decision quickly
complete the flow without confusion
AI is most valuable when it helps people understand, decide, and act. I design AI experiences that guide users through complex situations—not simply generate responses.
*Details obscured due to feature in active development.
I analyze behavior across experiences to identify repeatable problems and create solutions that scale beyond a single feature.
*Details obscured due to feature in active development.
In fast-moving environments, alignment is the biggest unlock. I facilitate focused sessions that bring teams together quickly to define direction, challenge assumptions, and move forward with clarity. Sometimes, all it takes is 90 minutes with the right group to unlock weeks of progress.
*Details obscured due to feature in active development.