B2C Account Management

The project

Business context

The My O2 web account dashboard serves as the primary touchpoint for millions of customers managing their mobile accounts. The existing experience had become cluttered, inconsistent across devices, and difficult to navigate, resulting in customer frustration and increased support calls.

The goal of this project was to place customers at the centre of the experience by delivering a simplified, responsive dashboard that adapts seamlessly across all breakpoints. Customer research and task analysis highlighted key pain points, including the need for clearer information hierarchy, faster access to billing and payments, and a more intuitive structure for account management.

Based on these insights, optimise content hierarchy, prioritising critical actions such as checking bills, making payments, and managing allowances. Streamline billing and payment flows to reduce friction and ensure customers receive the right information at the right time.

Apply responsive design principles and a modular framework to improve task efficiency and provide a consistent, polished experience across desktop, tablet, and mobile. The redesign should reinforce customer trust in the platform and support O2’s broader digital strategy.

Design process

Research

As part of my desk research I did a thorough analyses of all the insights provided to me together with competitor analysis. Once completed I embarked on a full audit of the site followed by producing a site map. I then moved onto the features that needed to be covered and also listed out all the scenarios.

Wireframes

The accounts home page is where I focused first to reflect my concepts, I designed various concepts and presented to all the Key stakeholders for feedback and iterated accordingly. Once we were happy with the home page I then proceeded to design each deep linked pages, all the time presenting my journeys to the team and iterating based on feedback. The navigation was a piece of work in itself that I successfully designed based on the new overall design of the site. I then moved onto the features that needed to be covered and also listed out all the scenarios.

User test

O2 have a partnership with an external moderated user testing company whom I worked closely with to put together the research objectives and questions, I attended all the moderated user test sessions at their facilities in London. Once the findings were presented back to us we iterated the designs for the next round of tests.

UI design

This work was a momentous piece of work that required dedicated UI designers whom I worked very closely to ensure the UX was fully implemented. All new components, interactions and concepts had to be approved by the brand guidelines department. The UI team created reusable components based on the Atomic design principals and I worked very closely with the team to assist with the final master library.

Development

I worked closely with the development team to ensure all aspects of the UX/UI designs were implemented, this was a challenging aspect due to the re-design that required tremendous amount of redevelopment from the original platform. We had many rounds of explorative sprints to ensure we achieved the correct outcomes.