Managing a mobile phone plan can be a confusing experience. Simple tasks like changing a rate plan often involve navigating complex options, leading to uncertainty and forcing users to contact support for help. The MyTELUS app, serving 8.4 million subscribers, is the primary self-serve tool designed to solve this by empowering customers to manage their accounts independently.

When I joined the project, a key business objective was to reduce a high volume of preventable support calls. The friction was traced directly to the app's second most-used function, Rate Plan Change, which was running on an outdated and jarring webview. My primary responsibility was to lead the redesign of this critical flow, transforming it into a seamless native experience that would rebuild user confidence and increase self-serve task completion.

The redesign secured top-priority approval from TELUS leadership for development. Furthermore, the new components and patterns I created were contributed back to the Universal Design System and are now being adopted across other critical parts of the app, influencing its long-term direction and setting a new standard for the user experience.