My AT&T Mobile App

AT&T was a momentous undertaking from a UX and enterprise level perspective. With the expansion of the mobile app and software across AT&T, there was a major initiative to improve what we have, grow and rebuild.

I was part of this ambitious project to redesign the AT&T Account and bill pay services within the mobile app.

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My role

I led the design of the account and device management hub experience between 2019-2021. I also collaborated with three other designers and developers to achieve this feat.

I strategize the overall design and layout of the payment cards, paying a bill, and managing your device through the new device hub. In addition as a interaction designer, I heavily involved various states, some animations, and improved UI/UX across the board.

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Design by accretion

In 2019, the MyAT&T app was driving bill pay users by the masses at over 2 million concurrent users. Paying your AT&T bill is what most users want to do. Moreover quickly and efficiently. Efficiently was probably the most missed item here as the app was very un-optimized. Usability was challenged across various spaces and needed a redesign.

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The MyAT&T app struggled to keep new and even ongoing users content due to issues plaguing the app. For instance, wrapped experiences accounted for 75% of the app. This meaning when your on the native iPhone app, you tap and go into an inner experience, "nine times out of ten" the users journey would take them into the web experience or responsive mobile web experience, making it a not so native experience.

This was also hindered by old code and features that desperately needed more focusing on. App reliability and performance issues increased and needed to be focused on as well.

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This was a major overhaul in 2020 to redesign the account experience. A huge team effort from design, product, and development teams.

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A more inclusive design

While designing a new mobile design system, adhering to accessibility, I constantly advocated for our end users needs.

• Some needs included different technical accumens and a wide range of technical ability to solve basic problems on mobile devices.
• We had a wide range of different demographic users especially across America.

• To design a better mobile design system, we needed to communicate across various teams. This included our research teams, design standards team, and even marketing teams.

This was a team effort to bring the app design to standards, that not only follows best practices, it involved improving the usability across various experiences.

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The impact on the app

80% of users adopted the new app by upgrading on the app stores. The main account overview and its inner page experiences scene 70% less confusion from concurrent users paying and managing their accounts. Overall we scene a huge positive impact on usability from users.

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For confidentiality reasons I have omitted the actual values for these metrics.