Micro-App | Wizard

Lumen Technology

My Role


  • Lead UX Designer
  • Discovery Research



  • Wireframes
  • Mid-Fidelity UxPin Designs


Elevating Lumen Technology’s Forms submission – From a dated printable page to a modern Digital Wizard flow.




One of the products Lumen Technology offers to its users is the service of buying and porting Telephone Numbers.  I was in charge of the Digital Voice Product, and while designing the Phone Numbers Porting flow, I realized that we were still using printable forms to ask users for important information.  The flow of orders already had four main steps, which are: Add Location, Set the Order Type, Add Numbers, Add Letter Of Agency only for ported phone numbers) and Directory Listing Options.    The request was to allow users to download the printable form and upload the filled copy when ready.  After researching internally, I found that this flow delayed the ordering process mainly because of mistakes in the form and the back-and-forth with clients while solving those issues.


After discovering those issues, I decided to launch a process to elevate the experience:


  • Connected with the research team and started discovery research and competitive analysis to determine competitors and gather comparative market information.
  • Based on my learnings, I started ideating possible solutions.
  • I identified the key features.
  • Prepared different approaches to test and learn from real users, which patterns make them feel less overwhelmed and reduce the mistakes while filling.  The winner: Wizard Digital LOA

Digital Wizard Definition


A wizard is a step-by-step process that allows users to input information in a prescribed order, in which subsequent steps may depend on information entered in previous ones.

Nielsen Norman Group

Why Digital Wizard?


Why should we care about LOA form design?

Forms can be annoying!  Especially when communicating crucial information within a flow.  If users make any mistake, the form is returned, and the order is canceled or put on hold, causing the user to re-do the whole flow again.  Because our primary purpose is to nurture user satisfaction and fulfill orders, solving this was a must!


Why this hasn’t been solved?

A dated mentality usually leads to dated experiences.  UX helps create usable experiences and helps organizations understand that we must ‘listen more’ to our users, research trendy possible solutions, and elevate the overall digital platform.


Why can’t we skip this step or frame it differently?

Forms usually provide Organizations with important information; when poorly implemented, user dissatisfaction elevates, disrupting submitting orders.  As a result, the Organization loses users, hurting its KPI.


Why should we care?

Some businesses had to undergo losses of thousands or even millions because of legal issues while filling out mistaken legal forms, such as Letters of Agency.  We should care!


Why should I follow the entire UX process for an already established topic?

Each organization has unique needs and ways to communicate with its users; each experience should be studied rigorously to satisfy user expectations.

Research and Analysis

Before moving pixels, I wanted to learn more about user pain points. I connected with the Product and Research teams to connect the dots and inform my design.


Persona Analysis


For this study, we defined one primary persona:

Brian: IT Management.


  • Effective solutions that are secure, scalable, simple, and compliant.
  • Reliable end-to-end solution provider
  • Responsive customer service that streamlines communications and service

Challenges / Frustrations:

  • Balancing limitless resources
  • Meeting internal customer demands
  • Keeping systems up and running


Built by hand!


I wanted to focus on UX learnings, prioritizing user expectations and the overall functionality more than the Aesthetics.  I made sure to eliminate all the issues mentioned while designing the experience.  Help and chat options are always in the design; if users get blocked, assistance is always there.


Lessons Learned

Data Analysis
Following the process helps focus on the product more than the UI design. Analyzing iterations and requirements and listening to users is a must. Informing design with data and leveraging UI resources helped increase KPI and user satisfaction.
Less is more
By showing less information at a time, we allow users to focus better on the content pertinent to each step and decrease the chance of errors.
Help Ready!
Digital LOA Wizard helped users understand the steps while providing helpful notes and a Help Line ready for them if needed..

Thanks for Reading!