Lead UX Designer
Digitec Galaxus
Product Design
2021 – 2023
Galaxus Mobile — Building a mobile phone provider from scratch
Digitec Galaxus decided to enter a completely new market environment in 2021. With the knowledge and processes from e-commerce, the goal was to enter the telecommunications market and design a competitive offering. As an MVNO (mobile virtual network operator), we designed all areas of the product: From the subscription model, billing, pricing, marketing and customer service. I was responsible for the entire user experience across all touchpoints. In this role, I consistently represented the needs of the users in the product definition.
Lead UX Designer
Digitec Galaxus
Product Design
2021 – 2023
Galaxus Mobile — Building a mobile phone provider from scratch
Digitec Galaxus decided to enter a completely new market environment in 2021. With the knowledge and processes from e-commerce, the goal was to enter the telecommunications market and design a competitive offering. As an MVNO (mobile virtual network operator), we designed all areas of the product: From the subscription model, billing, pricing, marketing and customer service. I was responsible for the entire user experience across all touchpoints. In this role, I consistently represented the needs of the users in the product definition.
Lead UX Designer
Digitec Galaxus
Product Design
2021 – 2023
Galaxus Mobile — Building a mobile phone provider from scratch
Digitec Galaxus decided to enter a completely new market environment in 2021. With the knowledge and processes from e-commerce, the goal was to enter the telecommunications market and design a competitive offering. As an MVNO (mobile virtual network operator), we designed all areas of the product: From the subscription model, billing, pricing, marketing and customer service. I was responsible for the entire user experience across all touchpoints. In this role, I consistently represented the needs of the users in the product definition.
Lead UX Designer
Digitec Galaxus
Product Design
2021 – 2023
Galaxus Mobile — Building a mobile phone provider from scratch
Digitec Galaxus decided to enter a completely new market environment in 2021. With the knowledge and processes from e-commerce, the goal was to enter the telecommunications market and design a competitive offering. As an MVNO (mobile virtual network operator), we designed all areas of the product: From the subscription model, billing, pricing, marketing and customer service. I was responsible for the entire user experience across all touchpoints. In this role, I consistently represented the needs of the users in the product definition.
Challenge
In contrast to our neighbouring countries, the Swiss mobile communications market is highly developed from a technical viewpoint. Customers in Switzerland benefit from 5G, eSIM, high network coverage and the separation of hardware and subscriptions. However, the market is saturated. In addition users have fundamentally lost trust in providers: The lack of transparency in the subscription models, the favouring of new customers over existing customers and ever new cancellation hurdles offer a high potential for frustration.
Challenge
In contrast to our neighbouring countries, the Swiss mobile communications market is highly developed from a technical viewpoint. Customers in Switzerland benefit from 5G, eSIM, high network coverage and the separation of hardware and subscriptions. However, the market is saturated. In addition users have fundamentally lost trust in providers: The lack of transparency in the subscription models, the favouring of new customers over existing customers and ever new cancellation hurdles offer a high potential for frustration.
Challenge
In contrast to our neighbouring countries, the Swiss mobile communications market is highly developed from a technical viewpoint. Customers in Switzerland benefit from 5G, eSIM, high network coverage and the separation of hardware and subscriptions. However, the market is saturated. In addition users have fundamentally lost trust in providers: The lack of transparency in the subscription models, the favouring of new customers over existing customers and ever new cancellation hurdles offer a high potential for frustration.
Challenge
In contrast to our neighbouring countries, the Swiss mobile communications market is highly developed from a technical viewpoint. Customers in Switzerland benefit from 5G, eSIM, high network coverage and the separation of hardware and subscriptions. However, the market is saturated. In addition users have fundamentally lost trust in providers: The lack of transparency in the subscription models, the favouring of new customers over existing customers and ever new cancellation hurdles offer a high potential for frustration.
Insight
Come on board within minutes
We were able to set a new standard in the market with the completely digital onboarding of new customers. No need to sign paper contracts or visit a physical store.
Onboarding Funnel
The modular multi-step onboarding guides new and existing customers through the process. With the help of user testing, we have optimised the queries and reduced them to the bare minimum.
Digital contract
After registration, the porting process is initiated in the background and the documents required for the transfer are automatically created, digitally signed and transferred to the old carrier.
ID verification at home
The law requires that new users are verified by their official documents. We created a solution which checks documents within two coffees.
Insight
Come on board within minutes
We were able to set a new standard in the market with the completely digital onboarding of new customers. No need to sign paper contracts or visit a physical store.
Onboarding Funnel
The modular multi-step onboarding guides new and existing customers through the process. With the help of user testing, we have optimised the queries and reduced them to the bare minimum.
Digital contract
After registration, the porting process is initiated in the background and the documents required for the transfer are automatically created, digitally signed and transferred to the old carrier.
ID verification at home
The law requires that new users are verified by their official documents. We created a solution which checks documents within two coffees.
Insight
Come on board within minutes
We were able to set a new standard in the market with the completely digital onboarding of new customers. No need to sign paper contracts or visit a physical store.
Onboarding Funnel
The modular multi-step onboarding guides new and existing customers through the process. With the help of user testing, we have optimised the queries and reduced them to the bare minimum.
Digital contract
After registration, the porting process is initiated in the background and the documents required for the transfer are automatically created, digitally signed and transferred to the old carrier.
ID verification at home
The law requires that new users are verified by their official documents. We created a solution which checks documents within two coffees.
Insight
Come on board within minutes
We were able to set a new standard in the market with the completely digital onboarding of new customers. No need to sign paper contracts or visit a physical store.
Onboarding Funnel
The modular multi-step onboarding guides new and existing customers through the process. With the help of user testing, we have optimised the queries and reduced them to the bare minimum.
Digital contract
After registration, the porting process is initiated in the background and the documents required for the transfer are automatically created, digitally signed and transferred to the old carrier.
ID verification at home
The law requires that new users are verified by their official documents. We created a solution which checks documents within two coffees.
Solution
In the role of UX Lead I aimed to consistently pursue the values of transparency, simplicity and fairness in all considerations and decisions. Clearly separated subscription models, a reduction to the essentials and the consistent avoidance of small print guided product development. ID verification, contract signing and number porting of existing subscriptions with other providers take place invisibly in the background for the customer. The cockpit provides insight into individual usage and makes many functions available to the user, helping us to keep customer service contact rates low.
Solution
In the role of UX Lead I aimed to consistently pursue the values of transparency, simplicity and fairness in all considerations and decisions. Clearly separated subscription models, a reduction to the essentials and the consistent avoidance of small print guided product development. ID verification, contract signing and number porting of existing subscriptions with other providers take place invisibly in the background for the customer. The cockpit provides insight into individual usage and makes many functions available to the user, helping us to keep customer service contact rates low.
Solution
In the role of UX Lead I aimed to consistently pursue the values of transparency, simplicity and fairness in all considerations and decisions. Clearly separated subscription models, a reduction to the essentials and the consistent avoidance of small print guided product development. ID verification, contract signing and number porting of existing subscriptions with other providers take place invisibly in the background for the customer. The cockpit provides insight into individual usage and makes many functions available to the user, helping us to keep customer service contact rates low.
Solution
In the role of UX Lead I aimed to consistently pursue the values of transparency, simplicity and fairness in all considerations and decisions. Clearly separated subscription models, a reduction to the essentials and the consistent avoidance of small print guided product development. ID verification, contract signing and number porting of existing subscriptions with other providers take place invisibly in the background for the customer. The cockpit provides insight into individual usage and makes many functions available to the user, helping us to keep customer service contact rates low.
«Been on Galaxus Mobile for quite some time now and it's been great. No nonsense, includes everything I want (a monthly roaming amount, domestic flat, 5G), only costs 19.– per month.»
User GYN-k4H-Q3z-75BReddit
«Been on Galaxus Mobile for quite some time now and it's been great. No nonsense, includes everything I want (a monthly roaming amount, domestic flat, 5G), only costs 19.– per month.»
User GYN-k4H-Q3z-75BReddit
«Been on Galaxus Mobile for quite some time now and it's been great. No nonsense, includes everything I want (a monthly roaming amount, domestic flat, 5G), only costs 19.– per month.»
User GYN-k4H-Q3z-75BReddit
«Been on Galaxus Mobile for quite some time now and it's been great. No nonsense, includes everything I want (a monthly roaming amount, domestic flat, 5G), only costs 19.– per month.»
User GYN-k4H-Q3z-75BReddit
Insight
A cockpit that puts the user in control
The cockpit empowers users with comprehensive control over their subscriptions, contributing to low customer service contact rates.
Everything at a glance
Users can analyse their data consumption, view bills, change settings or add additional SIM cards in the Cockpit.
Family + Friends
With the Family + Friends function, several subscriptions can be managed centrally. Practical for parents with children.
Cancel with one click
While we are sorry to see users go, we give them full control to cancel their subscription with one final click. No letter or call required.
Insight
A cockpit that puts the user in control
The cockpit empowers users with comprehensive control over their subscriptions, contributing to low customer service contact rates.
Everything at a glance
Users can analyse their data consumption, view bills, change settings or add additional SIM cards in the Cockpit.
Family + Friends
With the Family + Friends function, several subscriptions can be managed centrally. Practical for parents with children.
Cancel with one click
While we are sorry to see users go, we give them full control to cancel their subscription with one final click. No letter or call required.
Insight
A cockpit that puts the user in control
The cockpit empowers users with comprehensive control over their subscriptions, contributing to low customer service contact rates.
Everything at a glance
Users can analyse their data consumption, view bills, change settings or add additional SIM cards in the Cockpit.
Family + Friends
With the Family + Friends function, several subscriptions can be managed centrally. Practical for parents with children.
Cancel with one click
While we are sorry to see users go, we give them full control to cancel their subscription with one final click. No letter or call required.
Insight
A cockpit that puts the user in control
The cockpit empowers users with comprehensive control over their subscriptions, contributing to low customer service contact rates.
Everything at a glance
Users can analyse their data consumption, view bills, change settings or add additional SIM cards in the Cockpit.
Family + Friends
With the Family + Friends function, several subscriptions can be managed centrally. Practical for parents with children.
Cancel with one click
While we are sorry to see users go, we give them full control to cancel their subscription with one final click. No letter or call required.
Learnings
It is not always easy for innovative products and solutions to establish themselves. Especially in the mobile phone market, where there is a high degree of mistrust among new providers. Therefore it is important to make good use of user research so as not to paralyse product innovation.
Learnings
It is not always easy for innovative products and solutions to establish themselves. Especially in the mobile phone market, where there is a high degree of mistrust among new providers. Therefore it is important to make good use of user research so as not to paralyse product innovation.
Learnings
It is not always easy for innovative products and solutions to establish themselves. Especially in the mobile phone market, where there is a high degree of mistrust among new providers. Therefore it is important to make good use of user research so as not to paralyse product innovation.
Learnings
It is not always easy for innovative products and solutions to establish themselves. Especially in the mobile phone market, where there is a high degree of mistrust among new providers. Therefore it is important to make good use of user research so as not to paralyse product innovation.