LOA Wizard Micro-App
A guided LOA wizard that reduces manual friction, prevents errors, and accelerates approval cycles.
Customers managing phone-number porting requests needed a faster, clearer way to complete Letter of Authorization requirements. The solution replaced a manual download-and-upload process with a step-by-step digital experience.
Project Overview
- ROLE: UX / UI Design
- TEAMS: Product Manager, Developers, Analytics Partners, and Business Stakeholders
- METHODS: UX audit, workflow mapping, stakeholder alignment, interaction design, and high-fidelity UI design
Impact
- Reduced friction with a guided step-by-step experience
- Fewer errors and rejections through built-in validation
- Improved completion confidence with contextual help
- Clear workflow visibility and faster approvals
Challenge / Problem
The existing LOA process relied on a printable form that users had to download, complete manually, and upload back into the system. For customers managing phone-number porting requests, this created unnecessary friction and introduced multiple points of failure.
As part of the redesign, we created two versions of the improved experience: one integrated directly into the order steps, and another available within the Account Manager tool section.
Before: Download, Complete, and Re-Upload
The previous experience depended on a static Letter of Authorization form. Users had to download the document, fill it out by hand or digitally, return it through email or upload, and wait for manual review.
The system therefore needed to preserve context regardless of the entry point.
Design Process
We followed a human-centered approach to reduce friction and increase completion confidence at every step.
DISCOVERY
The implementation of the LOA wizard within the Order flow introduced structure, clarity, and progressive disclosure into a previously manual process.
Discovery focused on identifying where users lost confidence, repeated information, or relied on support teams to complete the LOA process.
Connecting Discovery to the Solution
Insights from the manual LOA process shaped a guided wizard that reduced ambiguity, surfaced required fields at the right moment, and helped users complete porting documentation without leaving the workflow.
The new wizard simplified complex requirements by presenting only the information needed at each step. Instead of forcing users to interpret a dense form, the interface guided them through the process with clear labels, contextual help, and real-time validation.
The solution was designed for two access points: directly within the order flow and within Account Manager, where users could manage LOA requirements after the initial order process.
Account Manager LOA Wizard:
Account Manager LOA Wizard tool section.
