INFO
T-Mobile's Customer Initiated Port (CIP) app guides employees through transferring their phone numbers during enterprise device migrations, a process often complicated by timing constraints, device staging, and administrative oversight.
I led content strategy and UX writing for this initiative, which included:
- Defining clear role boundaries between end users
and system administrators to prevent misdirected troubleshooting
- Rewriting instructional flows to emphasize
device prerequisites and transfer timing dependencies
- Restructuring error states to clarify when no
user action was required
- Aligning micro-app language with Account Hub
dashboard logic to support a cohesive end-to-end experience
- Validating resolution pathways with
Implementation Managers to reflect real-world porting workflows
This work reduced preventable transfer failures, minimized unnecessary administrative back-and-forth, and improved implementation efficiency during high-volume migrations.
