Task
Examine how users registered for all enterprise products on offer, identify pain points, and provide solutions as well as recommendations for future enhancements. This analysis comprised both digital and offline touch points, including the tools used by sales representatives and internal company employees that manage customer setup.
Goal
Pull together a complete view of the user registration process from end-to-end. Provide solutions and suggestions for how the overall experience can be streamlined and improved in the future.
Outcome
Our team conducted interviews with dozens of AT&T employees that engaged in various stages of the registration process to gain insight into the day-to-day process. This feedback, coupled with the expertly crafted personas provided by the User Research group and our own internal testing allowed us to capture the entire experience and thus provide enhancements and a future roadmap for development.
Due to confidentiality reasons I can only provide a small sample of my work here.
