Number Porting
🌐 Admin Web
🎯 The objective of this project was to streamline the number porting process for IT admins, reducing confusion and minimizing errors. The existing workflow was cumbersome, leading to high drop-off rates and increased support tickets. User research showed that 45% of admins struggled with unclear status updates, and 30% abandoned the process due to errors.
Since number porting is a critical task for business continuity, the redesign needed to ensure clarity, efficiency, and error prevention. My role was to redefine the user journey, improving visibility and reducing friction in the process.
The Design Journey
1. DISCOVER
Conducted user interviews and reviewed support tickets to identify pain points.
2. ITERATE
Explored different progress tracking models and error-prevention mechanisms.
3. FEEDBACK
Ran usability tests with IT admins and refined the design based on their workflow needs.
4. IMPROVE
Continue to enhance messaging and UI to reduce support calls and increase completion rates.
DISCOVERY
Pain points
👎 IT admins faced multiple challenges when porting numbers:
Challenge 1: No clear progress tracking, making it hard to monitor multi-number porting.
Challenge 2: Lack of real-time feedback—errors surfaced late in the process, leading to delays.
Challenge 3: Required manual back-and-forth with support due to missing information.
DISCOVERY
Design goals
👍 To improve efficiency, we focused on:
Goal 1: Enhancing progress tracking with a step-by-step guided experience.
Goal 2: Implementing real-time validation to catch errors early.
Goal 3: Reducing dependency on support by making requirements clearer upfront.
ITERATION
Framework
We explored different workflow improvements, such as a wizard-style step-by-step flow to guide admins through porting; real-time API validation to flag errors before submission; and a dashboard with bulk porting status updates, reducing confusion for large-scale transfers.
BEFORE - Complex, confusing form
AFTER - Simple, intuitive wizard
FEEDBACK
Research
We tested the redesign with a small subset of organizations and analyzed error reduction rates and amount of support calls received. We found a reduction in error rates up to 35% and support calls had reduced by 28%
IMPROVEMENTS
Final thoughts
Impact:
🎉 35% fewer failed porting attempts due to early error detection.
📈 28% reduction in support tickets, improving admin efficiency.
💰 $100,000+ saved in support costs per year
By continuously refining the experience, we aim to make number porting as seamless and self-sufficient as possible, reducing IT overhead and improving business continuity for our users.
💛 Team shoutouts
Last updated March 2025