Problem Space:
Customers were struggling when navigating the digital experience for international roaming packages. Many customers ended up calling CSR for help understanding and purchasing the packages versus leveraging digital channels.
Goal:
Create a digital experience for AT&T’s international roaming packages that will provide customers with a clear, simple, personalized experience throughout their journey.
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.
- Partner in defining end-to-end customer experience.
- Creating and evangelizing of personas with their journeys.
- Lead design
- Present to multiple stakeholders up to executive leadership.
- Final documentation for development pods.