Work hard, be nice, eat tacos.
              
 
JUL / 2018
       

We created a gamified appointment system for customers who upgrade their smartphone in-store: sales reps are relieved of technical troubleshooting, while phone agents assist customers at-home and provide a strong support experience.

AT&T mobile phone insurance has a premium tier for $15/month, which includes near 24-7 tech support. The problem is, less than 2% of all premium customers have provisioned the ProTech mobile app, which allows them to chat and call with technicians. Our challenge was to find ways of showcasing the support experience to existing customers, through design sprints, research, and constant iteration.
Goals
Create a tool that helps retail sales reps educate and expose customers to the premium support service they didn’t know they were paying for.

Success metrics
︎ Number of in-store appointments
︎ Subscription take rate
︎ Avg. time to interact with ProTech app

Responsibilities
Lead designer: end-to-end research and visual design.
Timeline
9 months

2018 Supplier Award
Asurion newsroom ︎

ProTech support
protectioncenter.att.com ︎