Telecom UX Journey Mapping

Our new 5G SIM brand, View, is about to go live and I need a crystal-clear, end-to-end experience drafted before development begins. The entire flow spans a mobile-first marketing site plus native iOS and Android apps, and it must feel seamless to the customer from plan purchase to line activation. Customer path to document 1. Website: visitor selects a 5G plan on a responsive site. 2. Checkout: personal details + IBAN are captured for SEPA Direct Debit and processed through Stripe’s subscription API. 3. Credentials: on successful payment the system emails a welcome letter that includes username and password. 4. App: user logs in, registers the physical SIM number, then photographs and submits passport/ID for legal verification; once approved, the line becomes active. What I need from you • A detailed user-journey map covering each touchpoint above, illustrating screens, decision branches and system hand-offs. • Low- to mid-fidelity wireframes (Figma, Sketch or Adobe XD—your choice) for every step on web and in both apps. • A clickable prototype that demonstrates the hand-off from web to app, shows the Stripe payment screen, and includes an identity-verification module (you may mock a service such as Onfido or IDnow). • Short rationale notes explaining key UX decisions, especially around security, conversion and regulatory compliance. Acceptance criteria – Every required screen present for Web, iOS and Android. – Stripe SEPA flow accurately represented, including IBAN entry and mandate confirmation. – ID upload section meets EU telecom KYC expectations (front & back capture + selfie check placeholder). – Prototype links open without missing assets or permissions. I’m open to your visual style recommendations as long as the result feels fresh and trustworthy for a mobile audience. Please let me know which tool you prefer and provide an estimated timeline for the journey map, wireframes and prototype.