Totalplay
Dashboard / Mi Totalplay
Desktop | Mobile
2020
Totalplay is a telecommunications company in México City, offering services such as subscription television and internet, services through fiber optics.
SERVICES
UI/UX Design, Mobile App Design, Visual Design, Interaction Design
Project Overview
This initiative aimed to improve user autonomy and reduce the need for customer service interactions.
The goal of this project was to design a digital solution for Totalplay that would allow users to configure their ideal plan, view included benefits, check their internet status in real time, and make payments — all from one centralized platform.
To design a seamless and self-service digital experience that empowers Totalplay users to manage their connectivity — from customizing their plan and monitoring service quality to accessing exclusive benefits and handling payments — all while reducing operational costs and increasing customer retention through improved digital engagement.
Approach
Product Objectives: 📺 Enable customization of plans (speed, channels, add-ons). 💵 Provide simple and secure payment options. 🧩 Clearly display active benefits. ☢️ Offer real-time insights into internet performance and outages.
🧾 Qualitative & Quantitative Research Conducted interviews with current Totalplay users to identify common pain points when managing their plans or getting support. Analyzed customer service tickets and common complaints on social media and forums. Key frustrations identified: difficulty comparing plans, unclear payment processes, lack of awareness about benefits. 👩 Identified User Personas Self-serve user: wants full control and independence. Disconnected user: not familiar with digital tools, needs a guided experience. Tech-savvy user: interested in real-time performance and diagnostics.
Process
My design process was a careful balance of creativity, technical skills, and user-centered design principles. Each stage was meticulously planned and executed to achieve the highest quality results.
🗒️ Wireframing & Co-Creation - Ran co-creation workshops with stakeholders and frequent users. - Created low-fidelity wireframes to explore different flows. - Conducted benchmarking of similar platforms to identify market standards and UX differentiators. ↪ Proposed Features - A visual plan configurator (drag & drop style). - Real-time internet status dashboard with alerts. - Personalized benefits center. - Payment history with auto-payment options.
Final Design
“Totalplay users need an intuitive way to personalize and manage their service without relying on customer support.”
🍀 High-Fidelity UI Design
- Designed in Figma using reusable components for both mobile and desktop. - Introduced visual icons to support better understanding of plan components. - Aligned with Totalplay’s brand identity using a tech-friendly, modern design language. 🖥️ Key Screens - Home service status overview - Plan configurator - Payment module - Benefits center - Support & FAQs
FINAL DESIGN
Achievements
Expected Impact 🎧 Reduced support center volume ↗ Increased upsells and add-on purchases via the configurator 💿 Improved digital satisfaction scores This project strengthened my ability to translate complex service structures into accessible, user-centered experiences. It required close collaboration with cross-functional teams (product, support, tech), and allowed me to design a solution that balances functional utility with user trust and clarity.
