How does a wireless carrier revolutionise mobile banking?

A woman's hand holding a phone with T-Mobile Money app visible

T-Mobile have upended the wireless industry with their Un-Carrier approach and saw an opportunity to create a new business line to break the mould of the banking industry. The mission was simple - how might we launch a digital product that makes banking more approachable.

T-Mobile asked This Place to design The T-Mobile Money product experience and bring it to market. Working closely with their banking platform partner, BankMobile, our goal was to design a product that would build consumer trust in T-Mobile as a financial services provider, whilst also conveying the T-Mobile brand story throughout the app.

Capabilities
  • Business & digital strategy
  • Design & experience strategy
  • Digital product design
Example activities
  • Product, customer & market research
  • Concepting & rapid prototyping
  • User testing & iteration
  • UX & UI design
  • Design QA
The results
100k
App store downloads
4.8
App store ratings
28%
Fastest growing digital bank in the US
Our top takeaways
  1. 01Creating a more human digital banking experience
  2. 02Working with an existing whitelabel product
  3. 03Generating business buy in and engagement

Creating a more human digital banking experience

Conversational UI

T-Mobile is renowned for their human approach to customer service, putting access to a real person when you need help at the top of their priorities. So we needed find a way to place it into a product that is totally self service. We crossed this bridge by channelling what makes T-Mobile representatives so special, their personal approach where they put the needs of the customer first and speak in plain english (or spanish!). We devised a conversational approach to copy that does away with the jargon of banking to give customers the information they need, communicated in a way that is instantly understandable.

Screenshots of the T-Mobile Money app Home screens with example balances
Photo of a man holding a phone with the T-Mobile Money app visible
Screenshot of the benefits area in the T-Mobile Money app
Screenshot of the T-Mobile Money desktop app Home
Screenshot of the T-Mobile Money desktop app Dashboard
Screenshot of the T-Mobile Money mobile app
Screenshot of the T-Mobile Money desktop app

Working with an existing whitelabel product

Building on strong foundations

BankMobile’s existing product served as the starting point for our designs. We balanced utilizing existing capabilities with defining new experiences to meet the specific needs of T-Mobile and their customers to create a product that brought the un-Carrier spirit to the world of personal banking. We worked in lockstep with BankMobile product and engineering teams to ensure we could meet an aggressive timeline for launch, building out high fidelity prototypes in a fast and iterative process.

Screenshots of the T-Mobile Money app before and after designs
Photo of a woman's hand holding a phone with the T-Mobile Money app showing a cash locator feature

Generating business buy in and engagement

One team mindset

We believe that great products are built when stakeholders adopt a one team mindset. This means constantly advocating for more collaboration less silos of activity. We facilitated open communication and collaborative ways of working between the 3 teams to ensure that everyone was aligned and able to make product decisions fast within a robust project process.

The real benefit of T-Mobile Money might be its more contemporary app-based design, an approach that feels a bit more at home in our smartphone-centric world.
Gizmodo
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