As the first truly modern media company, AT&T has been changing the way people live, work and play for the past 144 years. It is the world’s largest telecommunications company, the largest provider of mobile telephone services, and the largest provider of fixed telephone services in the United States through AT&T Communications.
For four years I worked as a member of AT&T’s Customer Experience Team (CXT). My group had User Experience responsibility for wireless sales initiatives on ATT.com
RESPONSIBILITIES
Strategy, User Research, Journey Mapping, Workflows, Visual Design Mockup, Stakeholder Presentation
The first step of the design cycle for a new project, service, product, or feature was discovery. During this phase, I collaborated with stakeholders and business analysts to collect valuable insight and understanding of the challenges to be solved. Each initiative was kicked-off with a project request/brief outlining the requirements and expected outcomes.
The next step in my design process was to explore how others were approaching similar experiences. Doing this type of competitor analysis helped to inspire ideas by seeing what was working and what was not.
The design solution is the result of an iterative process. Throughout the design phase, my wireframes were routinely reviewed with stakeholders and design peers. This collaboration helped me reshape and refine my ideas. After designs were approved, often they were usability tested with a sample set of end-users. Based on user feedback, theories were supported or dismissed. Further refinement was typical before final delivery.
