AT&T ProTech App
@ Asurion
Role | User Experience Design Intern
Duration | 3 months
Project Contributions | “ProTip” Card Introduced in Chat
Tools Used | Sketch, Principle, Illustrator
Background
The AT&T ProTech application was built to help AT&T customers with virtual, unlimited access to ProTech support experts, or remote technology support. The informational app provides assistance with setting up a new phone, getting connected to Wi-Fi, Bluetooth, other mobile applications, speakers, smart home devices, car applications, and much more.
App Components:
* Home Screen
* ProTip Cards (separated categorically)
* Search Functionality
* Various Actions (filter, sort, delete)
* Call
* Chat
* Appointment Scheduling
* Photo Storage
User Painpoints
Currently, the "ProTip" cards are more informational and less interactive. A user can go into a ProTip card, click on it, read an article about that ProTip card, then click on hyperlinks that either take the user to a page where they can schedule an appointment, call for help, or begin a chat conversation with a ProTech support expert. The goal of this redesign project was to create an intuitive user experience for an AT&T customer so that the user could speak with a ProTech support expert directly, via the chat feature.
During my internship, I learned that there are various ways to predict user behavior and engage a user with the app or service a company can provide. The AT&T ProTech app is a white-label product under Asurion's development team, so as a design team, we followed AT&T branding guidelines and usability behaviors.
Initial Wireframing
Click through the images on the carousel below to see how my design thinking helped frame the final solution of how the “ProTip” cards could be displayed on the AT&T ProTech App.
Usability Testing
While conducting user research, I surveyed 20 different people and asked them to fill out a Google Form I created, where there were specific questions about what behavior the user would expect based off certain tasks (closing a button, opening a link, scrolling down a page, etc.).
Mockups
During the initial wireframe phase, I gathered research surrounding the ProTech support experts at AT&T with some of the pain points they had previously experienced. I had the opportunity to travel with my design team to one of Asurion's call centers in Phoneix, Arizona. As an intern at Asurion, I had a very unique opportunity to speak with several of the ProTech support experts in person. This experience helped to shape how I thought of the redesign process for the ProTip cards and how to introduce a customer to the ProTech support experts.
Takeaways
Asurion provided me with an internship experience of a lifetime. I had excellent teammates that were willing to show me how to use certain user experience design tools like Sketch or Principle. I had the opportunity to conduct user interviews with both AT&T customers and ProTech support experts, which was my first experience with user research.
Because of Asurion, I have developed wonderful design and professional skills over the last few years, but if I was able to continue working on the AT&T ProTech application, I would whiteboard more and physically draw what I wanted the different interactions to entail. I often took to designing high fidelity screens as a first step, rather than truly understanding the problem at hand and creating initial wireframes from this. Luckily, I had an incredible team that gave me excellent, constructive feedback, so that I could create more thoughtful and inclusive designs.