MY AT&T

My Role

UX/UI Designer, UX Researcher

Tools

Figma

Description

My AT&T is a mobile app, used by millions, for account management, bill payment, device purchases, and support.

Project Aim

To modernize the app's aesthetics, simplify its interface, and incorporate a new feature: the AI chatbot named Alice.

TIMELINE

September 2022 - June 2023

target users

Potential and existing customers of AT&T.

THE APPROACH

The Problem

  • The outdated User Interface deters users.
  • Users find it difficult to navigate the app due to an unintuitive structure.
  • Poor feature discoverability.
  • Lack of awareness for new features.

The Solution

  • Optimize menus and categorization.
  • Inform users of new features.
  • Adopt a modern design language that provides a visually coherent interface.
  • Design the chat AI support.

DESIGN PROCESS

COLLABORATION

Over the course of the project, I collaborated with engineers, designers, and product managers. At the end of project, I presented my research findings, ideation concepts, and iterative progress.

THE USERS

WHO ARE THE USERS?

  • Potential customers who are considering switching to AT&T.
  • Existing AT&T customers.
  • Users, who might find it challenging to navigate digital platforms, so they would need an intuitive and simple app interface
  • Tech-savvy users who prefer managing their accounts digitally rather than through customer service or physical stores.

USER PERSONAS

RESEARCH

BACKGROUND

The Growth of Telecommunication Giants' Mobile Apps

In recent years, telecommunication giants like AT&T, T-Mobile, and Verizon have significantly enhanced their mobile apps to offer more personalized customer experiences.  This shift towards personalization in their mobile apps has not only improved customer satisfaction but also fostered a more engaging and intuitive interaction with their services.

research methods

  • Market Research
  • Competitive Analysis
  • Observation
  • Interview

COMPETITIVE ANALYSIS

VERZION
Pros

The app features personalized greetings, clear call-to-action, consistent color scheme, and easy navigation through bottom menu tabs.

Cons

The app may present information overload on the main screen with multiple offers and actions, which could overwhelm users.

T-MOBILE
Pros

The app offers a clean and organized interface with bold, easily readable text, and intuitive navigation through bottom tabs.

Cons

By prominently featuring third-party promotions such as travel deals, the app might distract user's from their immediate needs.

INTERVIEWS

I conducted interviews with three individuals: two current AT&T users and one potential user. Below are key quotes from the interviewees.

Existing Customer
Sophia Martinez, 42

"If an app could give me clear instructions and save me from aimless tapping, I'd be all in. That's the kind of tech-savvy solution I'm looking for."

Existing Customer
Elena Thompson, 35

"Paying bills should be as straightforward as sending an email. I hope AT&T billing can improve and allow me to quickly pay my bills."

Potential Customer
Tisha Demona, 30

"I'd really appreciate a chatbot in the AT&T app. It'd be like having a digital assistant on standby, ready to help me tackle any issues without delay."

IDEATION

Usability

Clear call-to-action buttons and personalized greetings contribute to a user-friendly experience.

Visual Design and Aesthetics

Consistent brand colors and a clean layout with appealing visuals create engaging environment for the user.

Content Prioritization

Well-organized information architecture that presents the most used features details upfront aids in efficient user flow.

UI & DESIGN COMPONENTS

FINAL PRODUCT

USER TESTING

feedback from users

How would you describe your experience using this mobile app?

next project

LEGAL PLANNER

Copyright © Alyssa Hugel