From one account to two: Building a multi-product banking experience for T-Mobile MONEY

For the first 2 to 3 years of the T-Mobile MONEY application’s existence it’s only product offering was a DDA (Checking account). Eventually I was tasked with leading the launch of a second account type. Shown here are a sample of the final screens from that experience. 

Over the years my team had done periodic ideation on how the app’s dashboard could be evolved to support multiple accounts. Since the roadmap always included additional products, it was critical that we made sure we never accidentally trapped ourselves into a UI that would be too complicated to expand. 

During my time on this project, I led numberous research and design ideation sessions to explore updated dashboard concepts, expansive product options, and account iconography.

As I began working with the product team to define the MVP requirements for a new Savings account, it was decided that we would not introduce a multi-product selection to our initial signup flow. The ability to open a Savings account would only be available once a user was logged in and an active Checking Account holder.

Even with the “simplification” of not impacting our onboarding experience at all, we still had to ensure that entire existing app experience would support and continue to make sense regardless of a user having one or two open accounts. This required an extensive amount of evaluation into points of impact within our existing experience, and wireframing to explore potential solutions for integration.

During the later half of the design phase I moved into high-fidelity screen design, mapping out the impacted screens and documenting both the changes needed to existing screens, and net new screens that would be created to support the feature. As part of this effort, I also created a state matrix to track each scenario that a user's dashboard could now exist in, relative to both their perks status and types of accounts they had open.

The requirements around the perks feature for T-Mobile MONEY were already incredibly complex, being affected by both their level of debit card usage and their T-Mobile customer status. Ensuring we did not accidentally miss any consideration here when introducing the new account type was critical to both our user experience and client relationship.

The launch of T-Mobile MONEY savings accounts wound up being highly successful, and resulted in a thousands of accounts being opened within the first 24 hours of launch. A spike in checking account openings was also noticed, most likely from new users who signed up due to the multi-account offering.