Don’t wish for it. Work for it.
              
 
DEC / 2018
       

Next steps

The goal of this 9 month project was to 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. If AT&T wants to put out the carpet for their premium support subscribers, they should continue to make tech support the most seamless experience possible.
Research
  • Deeper usability testing
  • Conduct empathy interviews with consumers
  • Create multiple user archetypes
  • Investigate common types of technical issues
  • How to improve brand trust
  • API for scheduling appointments
Design
  • Establish detailed design system
  • Desktop/web version 
  • Identity management to track cases
  • iPad/tablet version
  • Scheduling/rescheduling via SMS
  • New device onboarding and training