Sprint Mobile Redesign

Role: UX Lead | Focus: Cross-platform Mobile Ecosystem, Telecom Innovation

During a pivotal shift in Sprint’s brand and technology strategy, I was brought in to lead the redesign of its core mobile app. Our mission: rebuild trust, simplify billing, and create frictionless access to essential services. With millions of customers depending on the app daily, the stakes were high.

As UX Lead, I partnered closely with product, engineering, and marketing leadership to align user goals with business KPIs. I led a cross-functional tiger team and ran design sprints that pushed the org toward faster, more user-centered releases.

Objectives

• Unify fragmented mobile UX across iOS and Android platforms
• Improve clarity and confidence around bills and payments
• Accelerate adoption of autopay, upgrades, and self-service flows

Strategic Approach

• Mapped journeys using behavioral data and qualitative insights
• Tested and validated navigation prototypes with real users
• Created modular, responsive UI systems tied to dev sprints
• Aligned rollout across marketing, support, and engineering

Results

• 22% increase in bill payment completion (mobile)
• 18% reduction in billing-related call center volume
• Higher NPS and improved app store ratings
• Design foundation adopted by T-Mobile post-merger as baseline experience

Mini Prototype