T-Mobile 5G Installation Flows

Overview

Field App is a mobile-first tool used by field technicians to manage end-to-end service jobs. It coordinates job assignment, inventory pickup, device validation, installation steps, documentation, and job completion states.

Field App operates in real-world environments where technicians must work quickly, accurately, and often under time pressure.

When Asurion partnered with T-Mobile, the app needed to support a new installation-based workflow, including FSL (Forward Stocking Location) inventory pickup, modem assignment validation, and installation lifecycle tracking.

The problem

The Field App was not built for carrier-based inventory deployment.

Key gaps included:

• No structured FSL pickup workflow before job start

• No in-app validation of modem assignment

• Installation, repair, and uninstall flows lacked clear differentiation

• No lifecycle tracking for modem return states

• Risk of incorrect modem deployment

• Inconsistent documentation capture during job completion

My role

• Defining FSL pickup integration within the technician journey

• Developed lifecycle states (pickup → validation → install → return)

• Designing barcode/QR validation flows and error states

• Presenting work in cross-functional design reviews

• Partnering with engineering through implementation and QA

Solution

Designed and launched a structured workflow that integrated FSL pickup, modem validation, installation, repair, uninstall, and return logic directly into the Field App.

Introduced:

• Scan-based guardrails to validate modem assignment

• Clear differentiation between install, repair, and uninstall job flows

• Lifecycle state modeling across pickup, install, return, and completion

• Conditional logic for edge cases (incorrect scan, additional issues detected)

• Standardized documentation and customer signature capture

Results

• Enabled 100% of T-Mobile installation, repair, and uninstall workflows within the Field App

• Introduced structured FSL pickup and modem validation before job start

• Defined 8+ lifecycle states across pickup, validation, install, repair, uninstall, return, survey, and completion

• Reduced risk of incorrect modem deployment through in-app validation guardrails

• Standardized documentation and signature capture across job types