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.
If agents go through these scenarios successfully, that validates that both the new content and design are effective. We will need this validation when getting into discussions with AT&T because we expect push-back from them.
What’s going on? (the problem)
The technology team has been migrating clients with 30-40 million subscribers into a new platform and this was a chance to do user research and usability testing with customers before launch. Although the research is late to the game the team felt it was necessary to successfully launch the platform.
As my first project at Asurion I was tasked to lead, plan a 1 week study, coordinate, facilitate and analyze qualitative data to take back to the teams. This was a ‘oh my gosh’ project because most of the team has not been exposed with user research or UX methods—I was ready for the challenge.
- Users affected: ~250 frontline agents (remote and on-location).
- 20+ million dollar company revenue driver across two clients and additional 20+ million dollar after migrating another client.
- 500-700+ claims filed daily on the platform.
- 2 UX Designers on a cross-functional team of 16.
- 1 week study: 3 days of user interviews, observations and 2 days of usability testing.
- User mental, behavior and emotional Model: create personas that is driven from qualitative data and utilize it for solution sessions.
- Deep empathy and socialize environments: cadence on “feature driven” personas and “socialize” personas to help teams discover new features
- Test and Learn: conduct usability testing and create a cadence on future features
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