T-Mobile · Post-support experience · 2025–26
Case Details
One shared view of case progress, so customers don’t call back to ask.
Work under NDA. Visuals are recreations; details are available in conversation.
- 1 view
- shared by customers and support teams
- Repeats
- fewer repeat contacts: the goal it was built for
- HTML
- screen share prototype built with Claude
The problem
After the call, customers were left guessing.
Once a support contact ended, customers couldn’t see what happened next, so they contacted support again.
The decision
Honest status beats optimistic status.
A vague “in progress” is easy to build and invites another call.
- I chose
- Statuses that say what is happening and what comes next
- I gave up
- Generic system statuses
- Why
- If customers can see progress, they don’t have to ask for it
AI in the process
Prototyping in code with Claude.
For screen share, I built a clickable HTML prototype with Claude to test the login and authentication flow before engineering.
Reflection
Close the loop for the customer.
Prototype in code when behavior matters more than screens, and use AI to get there faster.