AT&T
I worked on both the Global Design Team and the eBilling Team. All projects were Desktop and Mobile web.
Showing a few screens from a prototype
Showing responsive footer
Global Design Team
Problem - Global Navigation:
As part of a branding effort the customer facing (desktop and mobile web) global navigation (top nav / footer) needed to be re-designed including the information architecture.
Solution:
I started with information architecture research to discover the past efforts and test new ideas with users. I used a survey and card sorting to help guide my decisions.
Next, I created a responsive design that would work on multiple devices, conducted A/B testing and led cross team collaborations (nationally) to deliver a solution on time. I was no longer working at AT&T when my work would have made it to development.
*Mockups are all from various states of the project
Showing responsive breakpoints
Global Design Team
Problem - Product tile :
As part of a branding effort the customer facing (desktop and mobile web) product tiles needed to be improved (all areas). This included introducing a new field for product messaging (Pre Order, Sale etc).
Solution:
I started by reviewing past product tile user research, new brand guidelines and new business requirements.
Next, I created multiple v1 mockups and gathered feedback from my team. Followed by multiple iterations and user feedback sessions. As I narrowed down the design options, I conducted A/B testing to help arrive at the final design.
I was no longer working at AT&T when my work would have made it to development.
*Mockups are all from various states of the project
eBilling Team
Problem - Alerts & Notifications:
Alerts & Notifications were not easily recognized by users, were confusing, and often overlooked. They were often communicating warnings of potential billing charges to the customer. When missed or ignored AT&T customer service agents would spend a great deal of time working out a solution with a frustrated customer.
Solution:
Create improved experiences for customer-facing alerts and notifications (desktop and mobile web). Improve internal admin platform UX where employees manage the alerts and notifications output.
I started by conducting user research to identify problem areas clearly and reasons why the existing UX was problematic. I then worked with business owners to understand the scope/range of Alerts/Notifications variations and business rules in the admin platform.
After I had a solid understanding of the space I mapped out areas where UX improvements were identified and prioritized them based on both user needs and business objectives.
I utilized wireframes/high-fidelity mockups to test, review, and gather customer feedback. I also worked with product owners to ensure my designs worked well with other parallel UX efforts.
Result:
I created a scalable (Alert/Notification Badges) UX pattern that improved visibility, communications, and customer consumption. It also clarified the urgency of addressing the billing issues. The result is a better-informed customer, less frustration, and a lower volume of customer service contacts.
*The (below) image shows billing and usage concept sketches for a V2 Data visualization interface.
