Senior UX Designer, Lead
~6 months
UX Manager, Product Managers, Compliance Analysts, API & Front-End Developers
Requirements Packages are the sets of documents customers must submit before Bandwidth can activate numbers. The original experience lacked clarity and consistency, which made a sensitive regulatory process feel uncertain.
This created frustration on both sides and slowed down onboarding for global enterprises.
To understand why the experience was breaking down, I carried out structured research that combined interviews, analytics, ticket reviews and a heuristic audit of the existing flow.
Working closely with Compliance, Product and Engineering helped us build a shared picture of the pain points and the impact they had on both customers and internal teams.
Compliance Specialist, Enterprise SaaS Company
Manages regulatory documentation for her organisation across multiple countries. Works under tight timelines and needs confidence in what she is providing.
“I need to provision numbers quickly. Waiting days to learn I used the wrong format is not sustainable.”
Compliance Analyst, Bandwidth Operations
“I spend more time explaining why something failed than actually reviewing it.”
Common rejection patterns create opportunities for automated guidance.
AI can detect duplicate uploads and support document reuse.
Lack of historical visibility creates value for proactive alerts and summaries.
Manual review inefficiencies open the door for data-driven approval timelines.
To bring clarity and consistency to the experience, I redesigned the information architecture and created one predictable structure that works across all countries. This simplified the journey, reduced repeated effort and laid the groundwork for future automation.
Real-time feedback on file types and sizes before submission. Color- coded states and contextual tooltips provide clear, at-a-glance information.
Users upload a document once and reuse it anywhere it applies, reducing repeated uploads significantly.
A transparent, real-time view of progress gives customers confidence and reduces support dependency.
Users start by choosing the target market, instantly filtering relevant regulations.
Context-aware filtering ensures users only see requirements for their specific needs.
Clear, grouped checklists show exactly what is needed before starting.
Drag-and-drop with inline validation prevents common file errors.
Real-time visibility into submission progress and review status.
Eight remote sessions with enterprise users evaluating clarity and ease of navigation.
Measured end-to-end accuracy and speed across complex scenarios.
Compared new workflow against legacy patterns.
“For the first time, I can see exactly what’s happening with our submissions.”
“I love that I don’t have to upload the same document again.”
Fewer escalations
Faster end-to-end completion
Success rate (up from 71%)
Average SLA (down from 3 days)
Bandwidth helps global enterprises activate numbers across highly regulated markets. The inherited Requirements Packages flow was inconsistent, opaque and error-prone. I redesigned the experience to bring clarity, predictability and a guided, self-serve journey that reduced escalations, improved completion speed and strengthened operational efficiency.