Wongdoody x AT&T

Providing mobile & broadband services for over millions of users across the nation, AT&T's goal is to support its customers in receiving the high quality service. Users find support through Care Agent Phone call, ANDI (Virtual Assistant Chatbot) att.com, IVR (Interactive Voice Recording), SHM (Smart Home Manager application), and myATT (mobile application). These products had various usability problem. Our WD team dived into multichannel analysis and deep user discovery, validation, and research to improve the user experience across AT&T products.

I joined in the middle of Phase 1, where immersion and user research has begun. With general data of user research, The team and I analyzed through At&t users of the existing products. After prioritizing the pain points and user problem, we dived into user journey mapping. This was done through Mural, which helped our team and the At&t to collaborate and communicate successfully in the fast sprint.

We used the same User Journey Map template for each issue encountered.

We used step by step user journey strategies, "Define - Compare - Negotiate - Select."

Due to confidentiality, I am unable to show the full user journey map.

However, the below example shows what our team had built. This was efficient for our team to quickly view the user persona, experience, and combine all the detailed user journey of each issue.