AT&T asked frog to develop a vision for converging their disjointed wireless and broadband apps. Together we developed structural and visual concepts for a best-in-class, unified mobile experience for AT&T customers.
A lack of consistency and communication across teams had led to disjointed products and digital experiences for AT&T customers. Company stakeholders had competing priorities and disagreed about what the vision of a converged digital experience should be. AT&T turned to frog to contribute a visionary design concept that would help align AT&T leadership and act as a blueprint for a new customer experience.
The MyAT&T and AT&T Smart Home Manager apps serve a common subset of customers but their structure, features, and visual design were almost wholly distinct.
We began with an audit of the AT&T app experiences and competitive and comparative mobile products to identify existing gaps and new opportunity areas. Then we tested initial concepts with customers from AT&T and other Internet service providers.
Findings from the user testing sessions updated our understanding of customer goals and needs. This helped to prioritize the structure and relevant features for the final converged experience.
The app leads with generic actions and suggestions that do not reflect customer usage.
Critical actions (eg. troubleshooting) and general system information are given the same visual weight.
The functionality of some features are not clearly explained upfront, which contributes to confusion and frustration.
Buried actions and obstacles like uninterruptible animations impede the navigation experience.
Our work formed a vision for uniting the wireless and broadband applications to help align AT&T teams. Deliverables included a conceptual visual design, an information architecture framework, and key screens of five signature moments for the new mobile experience. Throughout the program we sought to showcase user-centered features that are intuitive and efficient.
Customers have different jobs to be done depending on their household makeup and the plans and services to which they subscribe. Through an updated home screen design we aimed to streamline information and provide an easy path to key actions.
Customers can easily view devices on their network and wireless plans and access device controls to manage network performance and access. Bringing together home and wireless devices in one place makes management much simpler for customers with multiple AT&T services.
Family controls allow parents to feel comfortable monitoring their children’s online activity and usage. The converged app concept supports supervision across the family's home network and individual wireless devices.
We wanted the app to feel simple and intuitive, so we introduced a consistent set of interactions for navigating the app. Screens slide sideways when moving between menu tabs. Within action flows, modals or action drawers slide on top of the primary plane.
