T-Mobile Location experiences

T-Mobile Coverage Map

Making network coverage easier to understand for millions of customers.

Role
Lead Product Designer
Team
2 PMs · 8 Engineers · UXR · Content
Scale
8M annual visitors
Key outcome
+65% map comprehension
Designed across
Web · iOS · Android
9:41
RoleProblemDecisionsSystemImpact
Role & scope

Lead Product Designer

I led the Coverage Map redesign from problem framing through interaction design, testing, and engineering handoff.

Product UXMap InteractionInformation DesignDesign System

I worked with PM, engineering, UXR, and content to simplify how customers understood network coverage. I reviewed 20+ existing UX studies, used interviews and usability testing to guide the design, and created reusable patterns for T-Mobile’s location experiences.

Problem

Will T-Mobile work where I live?
The map made it hard to tell.

8M people used the Coverage Map each year, and 61% visited while considering a switch to T-Mobile.

To understand a location, users had to interpret network types, signal strength, map legends, and technical coverage terms.

60% churn on the existing Coverage MapLow map comprehension contributed to people leaving the experience.

60%
8M+
ChurnedAnnual visitors

The existing map showed data, not answers.

The map showed the network data, but people still had to work out what it meant for their location.

The previous T-Mobile coverage map on mobile web 1 2 3
The previous map
1
Too little room for the map

Controls and explanatory copy took up space users needed to explore coverage.

2
Too many coverage states at once

The legend showed multiple network and signal states, even when they did not apply to the location being viewed.

3
Network terms did not explain what users could expect

Labels such as 5G, 4G, and signal strength still left users figuring out whether they could call, text, stream, or stay connected indoors.

Solution principle

Make coverage clear before showing network detail.

I organized the experience around one question: am I covered here?

Technical network information stayed available, but the coverage answer came first.

The journey I designed
01 Search a location Enter an address or use current location.
02 Read the map See coverage for the area at a glance. Decisions 01 and 02
03 Check the details Get a plain-language answer in a bottom sheet. Decision 03
04 Go beyond one address Check coverage along a route or abroad. Reusable system
Decision 01

Make the map the primary surface.

Problem
Controls and explanatory copy took up space users needed to inspect a location.
Decision
I expanded the map and moved secondary coverage details into a bottom sheet.
Rationale
This kept the selected location visible while users reviewed more detail.
Before
Before: a small map below a heading, search, and a full legend

Heading, search, and legend take space from the map.

After
9:41

Full-height map. Details open in a bottom sheet over the same location.

Decision 02

Show only the coverage states that apply.

Problem
The legend showed multiple network and signal states at once, whether or not they applied to the current location.
Decision
I made the legend update with the current map state.
Rationale
Users had less information to interpret while exploring a location.
Before · Static legend

Every state, all the time, wherever you look.

After · Dynamic legend
Dynamic legend: Excellent coverage, this area is covered by 5G, with a 5G and 4G bar

Only the states present in the current view.

Coverage sheet: 5G coverage available, outdoors you’re covered, indoors limited coverage, Wi-Fi Calling tip, and things that can affect coverage
Network type, then the practical answer.
Decision 03

Explain what the network data means in practice.

Problem
Network type and signal strength alone did not tell customers what service they could expect.
Decision
I paired network data with plain-language status such as “You’re covered” and “Limited coverage,” then connected it to common tasks like calling, texting, and streaming.
OutdoorsYou’re covered
IndoorsLimited coverage
Rationale
The practical answer came first. Technical detail remained available for users who wanted it.
Reusable system

Reusable patterns across T-Mobile’s location experiences.

I created reusable patterns for coverage status, map pins, network icons, legends, bottom sheets, and location details.

The same patterns were applied across Coverage Map, Coverage Route, and International Roaming.

9:41
Coverage Map
Coverage status at a searched location.
Coverage Route: coverage along a driving route
Coverage Route
The same status and legend, along a journey.
International Roaming: coverage abroad on a map
International Roaming
The same pins and sheet, applied abroad.
t-mobile.com / coverage
Responsive web
Web, iOS, and Android share one set of map patterns.
Impact

Testing showed higher comprehension, ease of use, and trust.

+65%Map comprehension
+70%Ease of use
+30%Trust