AT&T Collaborate

AT&T Collaborate

We are all familiar with the common practice of calling a business and receiving instructions to “Press 1 for english, Press 2 for spanish, Press 3 to reach customer service…” and so on. Or the “Please wait and the next representative will be with you momentarily”. These functions help businesses from large corporations to small businesses field calls and provide quick and efficient customer service. But how do they set these services set up? Through the AT&T Collaborate portal.

I lead the project of a complete overhaul of an AT&T existing legacy product. The existing portal was designed for a backend engineer that only the most advanced admin would understand.

The revamp began with interviewing stakeholders from a plethora of AT&T departments on their new vision. My team worked with the stakeholders in lockdown requirement session to collect detailed front and backend user requirements. Research then went to persona development and strategizing on how to communicate to both the novice and proficient user. Throughout the portal, language was made more user-friendly, services were described through visual explanations, and  walkthrough flows were created to support both personas in setting up and configuring very complex services.

Visuals and tone follow AT&T branding guidelines. Broadsoft design and AT&T Design team worked to identify and collaborate on variables to keep the AT&T brand and tone consistent. All while ensuring intuitive 508 accessibility principles allowing full audience understanding and usability.

My role: Creative Project Lead

My responsibilities: Define, document and ensure stakeholder requirements, Lead production teams, Work with AT&T in-house creatives and 508 consulting firm, Confirm quality assurance

Task

Our main goal was to design a seamless, easy access portal for AT&T business consumers looking to administer company wide, site wide and end user service settings.