App wrapping redesign
I addressed the inconsistent user experience between TPG My Account IAS (web) and the TPG Native App. In response to resource constraints, we consolidated these services into a single, mobile-responsive web self-service platform while laying the groundwork for a future strategic app. This involved creating a Wrapper App for both Android and iOS, offering a seamless Web View for mobile-responsive self-service web channels. As part of this project, we decommissioned the outdated TPG App, re-launching it as a wrapper app.
This transformation aimed to enhance the customer experience, irrespective of the customer’s product, improve self-service web and app performance, app ratings, and usage. Notably, we achieved reduced customer care call volume and churn by leveraging a single code base and focusing on maintainability. I also contributed to the identification and selection of high-value features from various platforms to be included in the Wrapper App, a critical step in bridging the gap and providing a superior customer experience.
Maximum Attainable Speed downgrade initiative
Main problem: some customers are paying for speeds they can’t reach in their area. I provided UX/UI support to this initiative when we developed a system that proactively assesses customers’ line speeds. Then, it sends tailored communications to those whose current plans exceed their attainable speeds, offering options to stay on their plan, downgrade, or switch providers without penalties..
Additionally, we integrated this capability into the Sales Quoting (SQ) process for new customers and existing customers relocating or purchasing new services. This allowed us to show customers their estimated MAS range and guide them to purchase plans that align with their achievable speeds, promoting transparency and customer consent. Existing customer journeys remained unaffected, ensuring that they receive accurate MAS information during upgrades. This project not only complied with new regulations but also enhanced the overall customer experience.
Juan Manuel Molleví 