In a busy store, every second counts: collecting subscription documents had to become effortless.
The project was developed for over 3000 third-party resellers across Italy, who sell iliad's products and services in physical stores. This network strengthens iliad's presence nationwide and helps reach an older audience that may struggle with online subscriptions. The app allows resellers to collect the mandatory telco subscription documents on behalf of customers, so older users can receive a fully functional SIM without needing to upload anything themselves.
Fast for the counter, flexible for the ecosystem.
The main challenge was designing a flow that let third-party resellers complete document acquisition as quickly as possible, while staying flexible.
Stores are often busy and every second counts: the process had to be fast, intuitive, and require minimal interaction.
The reseller network serves an older audience that may struggle with online subscriptions, so the burden had to shift entirely away from the customer.
The flow needed to be flexible enough to adapt to other contexts, such as online user subscriptions and future digital touchpoints within iliad's ecosystem.
The app had to connect seamlessly with the existing web platform, keeping the experience coherent across iliad's digital ecosystem.
The decisions that did most of the work.
Give resellers a native app built for the counter.
Nothing was broken to fix here: resellers could already collect documents through the web platform. What the native app added was speed and presence at the counter, letting resellers finish the entire document acquisition without stepping away from the customer, and unlocking things the web couldn't do, like scanning documents with Apple's and Google's native scanners instead of taking a manual photo.
Build modular steps, not a single fixed flow.
I broke the document acquisition flow into modular, reusable steps instead of one fixed sequence. This let us recompose similar flows for other contexts by reusing pieces that were already built and tested, rather than starting from scratch each time, which is what made the whole system scale.
Use motion to soften the wait, not just to decorate.
I used animation deliberately at the points where the flow was objectively slow, like document upload and processing, so waiting felt shorter and the experience stayed fluid instead of feeling heavy or stuck.
Built for 3000 stores, designed for one counter at a time.
iliad Planet serves the network of over 3000 third-party resellers across Italy, bringing document acquisition into iliad's digital ecosystem and letting customers, including those least comfortable online, walk out of a store with a fully functional SIM.
What this project taught me.
A few principles kept the flow sharp: who the real user was, which constraints were fixed, and why speed itself became an accessibility feature.
The user of this app is not the customer but the reseller working under time pressure. Designing for the person behind the counter, rather than the account holder, is what made the flow fast.
Regulatory document collection is non-negotiable in telco. The design space was not "which documents" but "how few interactions", and that framing kept decisions sharp.
Anchoring the app to the existing web platform from day one avoided building an island: consistency with the ecosystem was a starting constraint, not a final polish.
Speed at the counter is an accessibility feature. Making the flow effortless for resellers is what allowed older customers to get connected without touching a screen.