Project Description

This plan details AT&T Migration Team’s approach for conducting user research methodologies on the AT&T’s Agent experience in the Horizon platform and across different channels of interaction. The objective of the user research is to define how agents use different areas of the agent platform, interaction patterns, identify frustrations and note problem areas, and make recommendations for improving the user interface design and content to create the best agent experience possible for the Minimum Viable Product (MVP) launch.

These methodologies provide the migration team the end-to-end agent experience of AT&T’s single-device MI/MPP plans, multi-device protection plan MDPP and different scenarios within that experience. We want to validate that the user does not have any problems going through these pages when accomplishing the tasks.