Role: Lead Designer, Prepaid Web
Overview
Assurance Wireless is T-Mobile’s federally subsidized prepaid brand, offering no-frills wireless service to qualifying users through the Lifeline and Affordable Connectivity Programs. The experience is split: T-Mobile owns and manages the authenticated user experience, while a third-party vendor controls e-commerce. The product’s limited scope and constrained architecture create unique challenges in delivering consistent, accessible, and high-quality design.
Audience
Assurance Wireless serves lower-income customers who apply through a government assistance program. Once qualified each year, they choose between two plans and can either bring their own device or purchase one. These users aren’t seeking upsells or premium perks—they want a simple, functional experience that’s easy to navigate and trustworthy.
Strategic Role
Assurance Wireless plays a critical role in T-Mobile’s mission to provide connectivity for all. The product delivers essential mobile service to an often underserved segment of the population, requiring design that is highly accessible, clear, and minimal—without sacrificing quality or trust.
My Role & Ownership
I am the lead designer responsible for Assurance Wireless, overseeing all authenticated experiences and the brand’s transition from the legacy DW2 platform to T-Mobile’s Phoenix design system (PHX). My responsibilities include:
Auditing and mapping the full site experience
Leading UX migration to PHX, while introducing thoughtful UX improvements
Working with the Arrow system team to scale PHX for ASW, including branding, colors, and typography
Coordinating with engineers to assess feasibility and influence platform direction
Delegating design tasks to teammates when capacity allows, while maintaining oversight and strategic intent
Reviewing all work before cross-functional presentation to ensure consistency, quality, and alignment
Challenges
Historically, Assurance Wireless had no formal UX support—most designs were implemented ad hoc by engineers without design review or documentation. The legacy DW2 platform was limited in capability and not prioritized for design investment, making UX improvements difficult to implement. My work required advocating for UX in low-visibility spaces, balancing product goals and technical constraints while preparing the brand for a platform migration.
My Approach
I lead with a balance of pragmatism and principle. I work to maintain experience parity with the Metro brand where appropriate, while accommodating ASW’s unique audience and platform constraints. I prioritize clear user flows, system consistency, and low-friction interactions. Where work is delegated, I hold working sessions and reviews to ensure my design intent is preserved throughout. I stay hands-on with product and engineering, surfacing risks, shaping requirements, and making smart trade-offs based on platform limits and user needs. Prioritization is key—I consistently assess where to focus effort for the greatest user and business impact.
Impact
Since taking ownership of Assurance Wireless:
The product now has a clear UX structure—with documented flows, Figma files, and a quality review process
I’ve introduced PHX design system alignment where it didn’t previously exist
I’ve elevated design visibility for this product by embedding UX standards and participating in platform strategy discussions
Engineers now build from vetted designs, reducing inconsistency and rework
What was once a “designed-in-code” experience is now becoming an intentional, accessible product grounded in UX principles and integrated into the larger prepaid ecosystem.