Supporting case study
Choosing a phone is only the start
AT&T
I designed device, plan, and optional-service screens for AT&T's wireless experience. Smaller choices came together in a line review with the total and actions to edit or continue.
- Role
- UX Designer
Facts
- Client
- AT&T Wireless CxT
- Employer
- IBM iX
- Dates
- March to July 2020
- Contribution
- Screen design, journey maps, prototypes, and remote workshop facilitation
- Collaboration
- IBM team and AT&T stakeholders
- Work shown
- Original device, plan, optional-pack, and line-review designs
Make the whole line understandable
AT&T's wireless customers had to choose a device, plan, and extra services across web and app experiences. I broke those choices into smaller decisions and kept the complete line available for review.
I facilitated remote workshops and designed journey maps and web and mobile prototypes in Sketch and Adobe XD, working with the IBM team and AT&T stakeholders. The device, plan, and feature-pack screens shown here are my design work.
Give each choice its own moment
The device recommendation follows questions about phone use and budget. An Other Recs action keeps the first suggestion from becoming a dead end.
The expanded plan keeps the price, terms, and Select action together. Other tiers remain available below it. After selection, a separate prompt offers a feature pack alongside a way to continue to the next line.
The line review brings the plan, optional pack, and total together. Edit and Save actions let the customer revisit a choice before moving to the next line. I kept the extra service visible within the larger purchase.
Follow four related design states
The tour combines related designs from Upgrade Flow and the feature-pack page. These are proposed screen states, not a recorded end-to-end session.
Review one line before moving to the next
Bring the plan, optional services, and total together with edit actions, so the customer can check one line without losing the larger purchase.
Leave a design the team can inspect
The screens and prototypes let the team review each proposed choice: the recommendation, plan terms, extra service, and total cost for a line.
I explored several directions with the team. The designs show how much detail each choice needs and how the customer can return to edit a line.
Results
- I designed device, plan, optional-service, and line-review screens as part of AT&T's wireless experience work.
- I supported the engagement with remote workshops, journey maps, and web and mobile prototypes.
Evidence limit
Original screen designs and prototypes from the 2020 engagement, supported by remote workshops and journey maps.
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