Self-Service for Business Customers

Designing a self-service portal that allowed business customers to manage their accounts, services, and support needs in one place.

The Problem
Business customers relied heavily on support channels and account representatives to perform routine tasks such as managing lines, reviewing billing information, or adjusting services. The lack of a unified self-service experience created friction for customers and increased operational load on support teams.

The Objective
Create a centralized digital portal that enabled business customers to independently manage their accounts, access key information, and resolve common needs without contacting support.

The Strategy
T-Mobile partnered with Blink UX as the design vendor to define the experience strategy and interaction model for the new Account Hub portal. The initiative focused on simplifying complex account management tasks, organizing functionality around real customer workflows, and creating a scalable design framework that could evolve with new services and features.

The Outcome
The new Account Hub provided business customers with a clear, consolidated interface for managing their accounts, reducing dependency on support channels while improving the overall customer experience.

Stakeholder Metrics

• 40% reduction in support requests for routine account management tasks

• 2× increase in adoption of digital self-service among business customers