User Research
Learning the activation process firsthand
Before starting the design process, the first thing we did was learn and test the new activation process ourselves — given the new SIM card component. We recorded how users interacted with their new phones, noting problem spots with determining SIM card size and slot insertion, as well as the way they navigated through downloading the Republic app to complete activation.
This allowed us to identify anxiety points and brainstorm ways to ease the experience at each friction moment.
Unboxing research sessions (left) and the activation options matrix mapping every device/OS/carrier combination (right)
Mapping Activation Steps
Charting every possible path
The new activation process introduced several variables that affected how a customer's experience would unfold: Google activation, phone model, Android OS version, online store purchase, and third-party purchases (bring your own device). We worked to document and map out all possible paths given error states and variables.
This resulted in a comprehensive flow diagram that became the blueprint for the wizard's branching logic.
Full activation flow mapping all device types, carriers, and purchase paths with error states
Wireframes
Boiling complexity down to simplicity
I documented vital activation steps for members on 1.0, 2.0, and 3.0 plans, across carrier 1 vs carrier 2, and bring-your-own-phone scenarios. The challenge was taking a genuinely complex set of branching workflows and distilling them into a single, easy-to-follow experience. Low-fidelity wireframes were used to validate the flow logic before moving into visual design.
Prototype & Test
Testing with real members
We invited testers to participate in studies both in person and remotely. Users were asked to go through activation — completing anywhere between 4–10 tasks using the proposed step-by-step method. Each round resulted in modifications to the visual design and content strategy based on direct user feedback.
SIM card identification step — one of the highest-anxiety moments in the process, addressed with clear visual guidance
Launch & Results
A smarter experience for members and support
Overall customer experience increased with the launch. The wizard shipped alongside a suite of other support initiatives, including a redesign of the Help page that prominently featured the new wizard as the primary entry point for activation help.
Critically, the wizard also helped support team members — by intelligently tracking where in the flow a user got stuck, help tickets arrived with more context, enabling faster and more accurate issue resolution.
Final activation wizard — step 1 of the "We're glad you're here" flow
The wizard is live at republicwireless.com/activate — a clean, step-by-step experience that guided thousands of members through activation without needing to contact support.