Start from the support log
The three most repeated questions became the three beats of the script. Nothing else made the cut.
T-Mobile Explainer
Ninety seconds to explain a tariff structure that took the internal team a two-page PDF and a phone call.
Client
T-Mobile
Year
2024
Our role
Script, storyboard, 2D animation, sound
Deliverables
90s explainer, 6 localised versions
The brief
Support was fielding the same three questions every day. The product was not complicated; the explanation was. We were asked for a video, but the actual problem was the order the information came in.
The approach
We rewrote before we drew. The script went through four passes with the support team in the room, because they knew exactly where people got lost.
Storyboard as a test
We showed the boards to people outside the company first. Two panels were confusing every time, so they were rebuilt before animation began.
Localise by design
Text lived in editable layers with 30% overflow room, so six language versions needed no re-animation.
Selected frames
The result
The video replaced the PDF on the tariff page. Repeat questions to support on that topic dropped noticeably in the first quarter after launch.
90sFinal runtime
6Language versions, no re-animation
1 pageReplaced a two-page explainer
The rewrite was worth more than the animation, and the animation was good.
Marketing lead, T-Mobile
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