The Problem
The Problem statement
We shipped a physical SIM kit to almost every digital customer, even when the device was eSIM-eligible or the customer chose eSIM. Each unnecessary kit cost about eight dollars to fulfill and ship, added steps for Operations, and confused customers who expected a clean digital path.
We were paying to ship hardware customers did not need.
Intro story time
In my first weeks I kept seeing eSIM-capable phones still getting a physical SIM in the box. Ops confirmed it was the default. Finance confirmed every kit had a real cost. Customers asked why a kit arrived when they had chosen a digital setup. I mapped where the decision should live, pulled in Engineering and Operations with my mentor's help, and set a simple goal. Stop shipping what the device and the user make unnecessary.
The Research
I started by following the cost with Finance and Operations, pairing order and shipment data with device capability to confirm that eSIM-capable devices still received a physical SIM. With Engineering and Operations, I mapped the systems from catalog and IMEI to OMS and warehouse to find where a reliable suppression rule could execute and how exceptions should flow. From Customer Care and CXO I collected qualitative signals that reinforced the need for plain, proactive messaging that says a kit is not needed and explains what happens next. I ran quick copy and interaction checks to make sure those messages reduced questions and kept the journey moving.
Entry points were a maze.
Four web entries, one app, zero clarity.
Users carried the mental load.
Defining Scope
With Product I defined the rules, success criteria, and measurement. Auto-suppress when the device is eSIM-eligible or the user selects eSIM. If eligibility is uncertain, fail safe and ship while nudging eSIM with guidance. Centralize the rule in one place so Operations has a single source of truth. Instrument analytics at the decision and message points so we can see pass-through and drop-offs. Success meant fewer unnecessary shipments, fewer questions to Care, and a clearer digital story.
The Designs
I designed the decision logic and the end-to-end flow. The UI explains that no kit is needed and sets expectations for what happens next. If we fail safe, the copy makes that clear and still nudges eSIM. Reusable components and content variables drive screens and states so copy updates are fast, consistent, and authorable. Error and retry paths are fail safe, not dead ends.
Conclusion
the impact
pSIM Suppression turned a small but costly habit into a simple rule. We reduce spend by about $8 for every kit we do not ship, remove unnecessary picks and packs for Operations, and give customers the digital-first setup they expect.
reflections
This project taught me how corporate product really works. Value is rarely a straight line from idea to launch. I had to balance competing priorities, advocate for work that saves money but is not flashy, and keep momentum when plans shifted.
in conclusion
This was my first project in the corporate world that really taught me how to advocate for a good design and how to add value to a product.
