Collaboration Across Scrum Teams: Multi-Month Rate Plans

Our marketing partners brought an enterprise project designed to compete with other mobile carriers in our space, with new plans designed to attract customers looking for long-term savings. These plans were complicated, as they would initially only be offered online, and only to users bringing their own phones. From a technical restraint, we also knew that we would need to sell them as separate plans in order to meet an aggressive deadline, even though the plans themselves were similar. We also needed to make sure users understood the nuances to make the right purchase decision. And additional complication was that 4 different scrum teams would need to make updates to include the new plans, and making sure our content and display were consistent would require high collaboration.

We started with the known requirements and set up sync calls with the designers and content strategists on each team to make sure everyone was on the same page. As we learned more about the requirements, we found additional pages that would require updates in order to show our users accurate information. Over the course of the project, I led the design for our plans page, and worked with the other scrum teams to make sure the design would be reusable for all other areas. I also worked closely with our stakeholders in product, marketing, and IT to make sure we were creating something that worked towards our sales goals and was feasible with the deadline.

We designed an experience that would put our best value plans front and forward, and dynamically show to only users who were eligible for them. We also found additional ways to highlight the savings with a landing page and support pages. We split our plans into Multi-Month and Flexible Monthly plans, so users could quickly tell the biggest difference in the plan structure. To deal with our now longer mobile page, we added a feature to collapse each section of plans so users could quickly navigate to the type of plan they wanted. We also kept all of our existing functionality, like dynamic pricing display, and multiple line configuration. We worked with our bring your own device team to carry users' plan selections from one area to theirs, so users didn't have to make redundant choices. We also made sure users editing their plans in the cart would see the same display as elsewhere. To consolidate feedback, I led the roadshow presentations for all teams to legal, marketing, and leadership and kept each team up to speed. We also worked with a new CMS structure to guide consistency and keep further content updates to production roles.

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Key Results: Within just a week, we exceeded our sales expectations and drove ~75% of the converting traffic from the newly designed plans page. 

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