AT&T B2B Dashboard & Reporting UX Vision

PROBLEM SPACE

B2B customers weren’t using the self-service portal to manage their accounts. Instead, they were going to their account managers or 3rd party vendors for managing their services.

ASK

Create a future vision portal experience that would entice self- service account management.

MY ROLE

As the experience lead on this project I was responsible for oversight and deliverables.

Developed a plan that included research activities and concept development.
Facilitate design thinking activities across organizations, teams and stakeholders.
Present to multiple stakeholders up to executive leadership

PLANNING

Knowing this was a new business team, I wanted to make sure we took an approach that would be foundational from a research and data perspective, collaborative across design and business partners and exploratory in solutions.

I created an UX approach that provided foundational user research, design thinking activities, and iterative designs.

INSIGHTS

Our research showed that customers/users were finding their own ‘workarounds’ to use and navigate the current solution. Many users would avoid the current front end experience and pull data from the backend for their own purposes.

Using this foundational research business personas and journey were created.

DESIGN THINKING WORKSHOPS

I facilitated two workshops. First was an all day workshop to align stakeholders and team on the journey and identify opportunities for solutions.

Second workshop was a design centric by taking the top problem/opportunities and find design solutions.

DESIGN SOLUTIONS

Create an account dashboard that would bring relevant information to the forefront through a card-based metaphor
Allow for both personalization and customization of the experience
Contextual CTAs based on content of each module/card to user can take immediate action.

DELIVERABLES

Early wireframes, flows and prototypes were created and are being used to create the next generation Business Center.

SITE MAP

WIRE FLOW

DASHBOARD UI

LEARNINGS

After usability testing, we learned that customers wanted even a more than a dashboard experience. Which furthered the opportunity to look in reporting experiences.

REPORTING

From a reporting perspective the designs focused on data visualizations UX allowing for users to dive into specific data points and take action (i.e. changes to account etc.) while in the experience. We learned that a customizable reporting UI was important as most users were developing their own.

POC EARLY DASHBOARD PROTOTYPE

REPORTING SCENARIO PROTOTYPE