Overview
AT&T Business Console (ABC) represents a digital marketplace and platform to serve business mobility customers with standalone and pre-packaged solutions (SaaS) including ongoing lifecycle management capabilities. The platform addresses business demand with simplified ways to buy, deploy and manage devices, applications, and services including synchronized access from Premier Online Store and other points of sale.
Defining the Problem
The ABC is the first AT&T site to be fully mobile responsive (3 view ports), built from the ground up on DS2 standards and 100% designed by the Digital User Experience team. By anticipating the needs of the user while meeting the requirements of the business and product owners, this project was a joint effort which required collaboration and open lines of communication. Creating a new mobile platform that allows customers to manage business applications end-to-end that’s cohesive and simple to use would be the biggest factor in design decisions.
Goals
In collaboration with internal design team, business and development partners, I determined these goals for the project:
• Deliver a strategic overarching single ecosystem for two portals Shared Application Partner Management Platform (SAPMP – application marketplace learn, buy, and manage) and AT&T Device Delivery Plan (ADDP – device setup/enrollment)
• Design a long-term solution which removes the complexity of ordering, managing and deploying applications and services and provide scalability for additional product and services to be incorporated
• Adopt SAFe agile methodology and TDP platform and modify the model to fit the needs of the business and project goals by incorporating UX, LBGUPS and Architecture into the process
• Introduce Design Thinking to further facilitate defining the process by including user experience on the epic, feature, and story levels
Design Process
The design and research teams conducted the following research to understand the users’ needs:
• Administered user acceptance testing for Marketplace 1707 to review and verify requirement implementation Delivery Plan (ADDP – device setup/enrollment)
• Developed a pixel-perfect Axure prototype with engagement from usability research and marketing teams to conduct early research and testing plans to help refine the requirements based on user feedback for both SAPMP and ADDP
Design Principles and Metrics
Design Principles:
• Simple: deliver a cohesive ecosystem and framework for a seamless an end-to-end solution
• Smart: leverage usability feedback and customer data to refine and improve requirements
• Personal: provide a one-stop shopping experience within a secured self-service platform into the hands of the customer
Metrics:
• Increase productivity
• Customer satisfaction score
Examples
Link to AT&T Business Console – Device Management Flows
Link to AT&T Business Console – Marketplace Pages
Link to AT&T Business Console – Device Management Program
Solving the Problem
Issues I addressed including areas of improvement:
• Fostered partnerships with business and three product teams (SAPMP, ADDP, Premier) to define and deliver a seamless, fully responsive web experience by reducing the number of flows and pages based on the original requirements which expedited time to market
• Aligned with business and development by creating a mitigated delivery plan which facilitated daily working sessions to drive rapid delivery of both requirements and wireframes
• Delivered a dynamic, easy to use solution for on-demand tools and technology that will grow with business’ changing needs and place the customer in control
Reflection
A great opportunity to design and build an ecosystem from the ground up with a long-term solution which eliminates the complexity of ordering, managing and deploying applications and services. Unfortunately, after nearly a year of design and development of the Marketplace (SAPMP) the project was placed on hold due to budgeting constraints, and only the Device Management Program launched in early 2019.