The objective of this project is to enhance the AT&T Business Center Support Web Portal to offer a streamlined, intuitive, and robust online support platform for business customers. This portal will provide a one-stop solution for managing accounts, accessing technical support, troubleshooting, billing, and other business-critical services. The goal is to improve user experience, increase customer self-sufficiency, and reduce the need for live support interactions, while delivering efficient, real-time solutions to businesses of all sizes.
Amsocs CRM and Salesforce CRM both provide in-depth customer data, analytics, and lead management. You can design a centralized dashboard that:
- Displays key metrics like sales performance, lead status, and customer insights.
- Allows for customization so users can prioritize their most important information.
- Use graphs, charts, and tables to make the data digestible.
User Research & Persona Development
- Objective: Understand the needs, behaviors, and pain points of the target audience to design a portal that meets their expectations.
- User Interviews & Surveys: Conducted interviews with existing business customers and surveyed users to identify common challenges they face when using the portal (e.g., difficulty navigating, unclear support options, slow response times).Persona Development: Created user personas based on customer feedback, including roles like business owners, IT managers, and financial controllers, to ensure that the design would meet the needs of different user groups.
- Journey Mapping: Mapped out typical user journeys to identify key touchpoints and potential friction points in the portal. This helped to prioritize areas for improvement.
- Contact Management: Integrate features to view, edit, and update customer profiles (such as contact details, interaction history, and past purchases).
- Lead Tracking: Design a clean, intuitive workflow for users to track and manage leads from initial contact to conversion.
2. Information Architecture (IA) Overhaul
- Objective: Ensure that users can easily find and navigate the features and resources they need
- Simplified Navigation: Reorganized the website’s information structure to reduce complexity. Categories were grouped logically based on user needs (e.g., billing, support, service management, etc.), and a more intuitive menu was created.
- Clear Categorization: Developed clear, concise labels for key areas, ensuring that users understand where to go for specific tasks (e.g., "Account Management", "Billing", "Service Support").
- Consistent Layouts: Standardized layouts for different sections of the portal to reduce cognitive load. This consistency made it easier for users to know what to expect and where to find key information.
3. Wireframing & Prototyping
- Objective: Create low-fidelity mockups and prototypes to test the layout, content placement, and functionality before development.
- Wireframes: Developed wireframes for key pages (e.g., dashboard, support page, billing section) to define the layout and structure without getting into design details yet.
- Prototypes: Created interactive prototypes using tools like Figma or Adobe XD to simulate the user flow and get early feedback on how users interacted with the portal.
- Usability Testing: Conducted initial usability testing with users (both internal and external) to assess the ease of navigation, the clarity of information, and overall usability of the wireframes and prototypes.
- Display the sales pipeline with clear stages like Lead, Opportunity, Closed-Won, Closed-Lost, etc.
- Allow users to easily drag and drop leads or opportunities from one stage to another (drag-and-drop interface).
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4. Visual Design & Branding
- Objective: Enhance the visual appeal of the portal while maintaining alignment with AT&T’s brand identity and ensuring accessibility.
- Consistent Branding: Ensured that the portal maintained AT&T’s branding guidelines—using the correct fonts, color schemes, logo placement, and visual language to create a cohesive experience across all platforms.
- Modern, Clean Design: Updated the visual design to feel more modern and professional, with clean lines, ample white space, and attention to detail to enhance the overall aesthetic.
- Icons and Visual Cues: Used intuitive icons and visual elements (such as progress bars, tooltips, and checkmarks) to guide users through tasks and actions, improving clarity and reducing the amount of text required.
- Responsive Design: Ensured that the portal was fully responsive, providing a seamless experience across different devices, whether on desktop, tablet, or mobile.Make the customization process simple with drag-and-drop elements or preset templates.
- Allow users to save their preferences to avoid repetitive configuration.
- Use cards or list views for each contact or lead, providing essential details and actions (call, email, etc.) in one view.
- Implement filters or tags to organize leads and contacts by stages, priority, or industry.
5. User-Centered Functionality & Features
- Objective: Add or improve functionalities that align with business users' needs and enable them to complete tasks efficiently.D
- Dashboard Customization: Created a personalized dashboard that allowed users to quickly view key metrics like service status, billing info, open support tickets, and recent activity. Users could customize widgets to prioritize the most relevant information.
- Self-Service Tools: Introduced more intuitive, self-service features, such as automated troubleshooting guides, service configuration options, and live chat functionality, to reduce dependency on customer support.
- Simplified Forms: Redesigned forms and ticketing systems to make it easier for customers to submit issues, update account details, or place new orders. Fields were minimized to reduce friction and the overall form-filling process was streamlined.
- Real-Time Support Integration: Integrated live chat and AI-powered support features directly into the interface to provide immediate assistance. Chatbots were designed with simple language and guided the user through common inquiries.
- Provide a Kanban-style board with clear, color-coded stages.
- Add the ability to automate actions at different stages, such as sending emails or notifications.
- Include data filters (time period, region, sales rep) so users can customize reports.
- Use charts and graphs that update dynamically based on selected filters.
