Designing a simpler, guided resolution flow for a complex promo correction journey.

When promotions vanish

Sales agents balance their primary sales responsibilities with significant time spent resolving service issues. The objective was to reduce this support burden — allowing agents to focus on what they were hired to do.

When promotions drop at billing, resolution is entirely reactive. A customer notices the discrepancy, contacts support, and an agent then needs to investigate, escalate, and apply corrections — often across multiple billing cycles.

We explored end-to-end retail journeys to understand where promotions could be affected — from initial plan selection through trade-in processing to final billing.

Speaking directly with 80+ team members revealed that the problem wasn't one of intent — it was one of visibility. No one could easily see when or why a promotion had dropped.

Reviewing call recordings gave us an unfiltered view of the real experience: agents making multiple attempts to find the right tool, unclear eligibility guidance, customers waiting days for a resolution that should have taken minutes.

The system wasn't broken — it was behaving exactly as designed. But the design hadn't accounted for how promotions interacted across multiple transaction stages.

Agents had no visibility into this. They were discovering promotion drops at the same time as customers — reactively, after the damage was done.

Simplifying today. Enabling tomorrow.

The experience evolved from purely reactive correction toward proactive resolution. The redesigned PCA tool simplified the correction journey today while laying the groundwork for preventing issues before they surface.