Jio is India's largest telecom operator and the world's second-largest single-country operator, with a product ecosystem spanning connectivity, mobile devices, apps, and retail. With multiple consumer brands, fashion labels, electronics private labels, and a B2B business line — all running on different platforms — design consistency was a serious challenge at scale.
As Jio's product portfolio grew, designers across teams were independently recreating the same UI patterns for different brands and platforms. There were no shared standards, no reusable components, and no documentation. The result: wasted hours, inconsistent user experiences, and a fragile design process that couldn't scale.
I was brought in to lead the design of a post-order pattern system — one of the most complex and frequently replicated flows across Jio's platforms.
Note: We developed several patterns during our project, but I want to highlight the post-order pattern, as I was closely involved in its creation and implementation.
Created a modular pattern library, organized by brand, application, and style, with usage guidelines to ensure consistent and flexible brand application.
Designer hours saved
Patterns created
Platforms covered
Senior Product Designer on a team of 4. I led the research synthesis, pattern design, and usability testing for the post-order flow. I collaborated closely with product managers, business stakeholders, and developers to ensure the patterns were both technically feasible and brand-flexible.
4 UX Designers/Researchers (including me)
Benchmarking, Coverage matrix, Interview, Usability testing
We began with a series of cross-functional design sprints involving product designers, product managers, and creative teams — aligning everyone around a shared goal: reduce designer inefficiency without compromising the user experience.
Our research methods included benchmarking against industry-leading design systems, a coverage matrix to map existing patterns across all products, and in-depth interviews with the designers who were living with the problem daily.
1.Repetitive Tasks
Designers were rebuilding the same flows from scratch across different brands, creating weeks of redundant work per quarter.
2.Inconsistent Outputs
The absence of shared standards was producing visually inconsistent experiences across Jio's touchpoints.
3.Time-Consuming Process
Manual iteration cycles were slow, error-prone, and blocking faster product delivery
We sketched multiple user flows before committing to any direction — diverging first, then converging on the strongest patterns. Early wireframes and mid-fidelity designs went through 5+ rounds of iteration, each shaped by stakeholder feedback, business constraints, and usability insights.
We validated our designs by testing prototypes with 17+ designers in a controlled environment — treating them as the primary users of the system.
We did benchmarking and coverage matrix, which helps to identify strengths, weaknesses, and trends in similar products and ensure that all necessary aspects of the user experience are addressed.
I sketched multiple user flows to visualize ideas quickly. My focus at this stage is to diverge first, and converge later. Here are some early sketches of the return flow.
A sneak peek into my early wireframes, mid-fidelity designs, and drafts. The designs have gone through at least 5+ iterations. It is due to several reasons: Change in business direction or simply to improve the user experience
The initial designs underwent several user tests and discussions with product designers, managers, and business teams to ensure a friendly and scalable user experience.
I wish I could show you every single part of the process!
To validate our designs or test prototypes, We've tested the prototype with 17+ Designers in a controlled testing environment.
We built a modular pattern library, organized by brand, application type, and visual style — with clear usage guidelines to ensure flexible yet consistent application across all of Jio's products.
For the post-order flow specifically, the library included:
Flexible card components designers can configure for any business need, with key information hierarchy built in
A step-by-step cancellation and return flow designed to keep users in control and reduce anxiety
Tiered reason input variants covering the full range of cancellation and return scenarios across different product lines
Clear confirmation states that reduce errors and build trust before final submission
Clear refund and cancellation policies build trust, while easy navigation and clickable buttons create a seamless user experience.I wish I could show you every single part of the process!
Covering both mobile and desktop experiences
We designed these patterns with everyone in mind! Not only do they look great on mobile devices, but we've also made sure to enhance the desktop experience too.
The biggest lesson from this project was that designing for designers requires the same rigour as designing for end users. We had to understand their workflows, their pain points, and their mental models — and then build something flexible enough to serve a complex multi-brand ecosystem without feeling restrictive.
Stakeholder alignment on design workflow governance.
Finalise user stories and configurations with respective track PMs.
Collaborate with engineering for Storybook integration and pattern release
Implement GA and UX analytics across all products.
Establish user panels per product line for ongoing usability testing.