PLDT MyHome
Designing customer experiences for a platform used by millions of households across the Philippines.
Telecommunications
Customer Experience & Product Design
Role
Product Designer
Timeline
Dec 2024 - Present
team
PLDT Team, Developers, Design team & me
platform
Web
Project Overview
PLDT myHome is a self-service platform that helps customers manage their PLDT accounts in one place. Users can view their services, check monthly bills, monitor payment due dates, explore available plans, and access other account-related features.
I worked on the end-to-end product experience, from understanding the existing PLDT website and mapping key user journeys to designing the core screens, creating prototypes, and supporting the development process.
Problem
Many PLDT customers had difficulty keeping track of their monthly bills and payment due dates. Important billing updates could easily be missed, which sometimes resulted in late payments.
Account management was also challenging for customers with multiple PLDT services. Information was spread across different areas, making it harder to understand which services were active, how much was due, and where each account could be managed.
The goal was to bring these tasks together into one clear and accessible experience.
Research and Discovery
I began by reviewing PLDT’s existing website to better understand its structure, current features, and user flows. Since myHome needed to work within an established platform, it was important to identify which patterns were already familiar to PLDT customers.
I also studied the existing design system, including typography, colors, components, spacing, and brand assets. This helped ensure that the new experience felt consistent with the rest of the PLDT ecosystem while still giving myHome its own clear structure.
From this review, I identified the main areas customers needed quick access to:
Account and service information
Monthly bills and payment status
Due dates and billing history
Available plans and upgrades
Support and service-related actions
User Flows
I mapped the core journeys before moving into the interface design. This helped define how customers would move between their dashboard, individual services, billing details, and account settings.
Special attention was given to customers managing more than one PLDT service. The flows needed to make it easy to switch between accounts while still keeping billing and service information clearly separated.
Some of the key flows included:
Signing in and viewing an account overview
Managing multiple services
Checking a bill and its due date
Reviewing previous billing activity
Exploring plans and additional services
Updating account information
Mobile-First Thinking
Many customers access their accounts through their phones, so the experience needed to remain clear and easy to use on smaller screens.
I prioritized the most important information first, including the current balance, payment due date, service status, and primary account actions. Longer details were organized into smaller sections that users could open when needed.
Buttons, form fields, navigation, and account cards were also designed with touch interactions in mind. This allowed the experience to stay simple and readable without removing important information.
UI Design
Once the structure and flows were established, I designed the core product screens, including the dashboard, services, billing pages, account management, and supporting states.
The dashboard was designed to give customers a quick overview of their accounts without requiring them to search through multiple pages. Clear labels, status indicators, and familiar components helped users understand their account at a glance.
I reused and expanded PLDT’s existing components where possible. This kept the product consistent and also made it easier for the development team to build and maintain new features as myHome continued to grow.
Prototyping and Testing
I created clickable prototypes for the main journeys so the team could review how the experience worked before development was completed.
The prototypes were presented to the project manager and the PLDT team to walk through key tasks, identify unclear steps, and gather feedback. I then refined the designs based on these reviews and worked closely with the PLDT team to make sure the intended experience carried through to the live product.
Testing and iteration focused on:
Clarity of the account and billing information
Ease of moving between multiple services
Visibility of important payment details
Mobile usability and responsive behavior
Consistency between the designs and the developed product
Solution
The final experience brought the most important account tasks into one central platform.
Customers could sign in, view their services, check their latest bill, keep track of payment due dates, and manage multiple accounts through a more organized interface. The product also created a flexible foundation where PLDT could continue adding new services, plans, and partnerships.
By working within the existing PLDT design system, myHome felt familiar to current customers while introducing a clearer and more focused account management experience.
Outcome and Impact
PLDT myHome was successfully launched and is now available to PLDT customers nationwide.
The product helped bring several important customer journeys into one place, including account management, service monitoring, and billing. It also established reusable patterns that could support future features without rebuilding the experience each time.
Key impact
Launched as a nationwide self-service platform for PLDT customers
Combined account, service, and billing journeys into one product
Supported customers managing multiple PLDT services
Created reusable screens and components aligned with PLDT’s design system
Provided a scalable foundation for new services and partnerships
Continued to grow through projects such as the PLDT and Samsung partnership
Reflection
Working on PLDT myHome gave me the opportunity to design a core product that needed to serve a large and varied customer base.
One of the main challenges was introducing new flows while staying consistent with an established platform and design system. It required close collaboration with the project manager, PLDT stakeholders, and developers throughout the process.
This project strengthened my experience in designing complex account journeys, simplifying billing information, supporting multiple services, and creating interfaces that could grow alongside the product.
