AT&T

AT&T - KIT Digital

United States

Design Systems

Product Innovation

User Experience

Media & Telecom Platforms | Senior UX/UI Designer
AT&T Creative Services

I delivered strategic UX/UI solutions across major telecom and media platforms, including AT&T U-Verse Online and Disney, focusing on scalable VOD, mobile entertainment, and internal support tools. My work balanced visual craft with system level thinking to drive measurable improvements in usability, content engagement, and operational efficiency.

Problem

AT&T’s internal agent support tool was outdated, fragmented, and difficult to navigate, leading to longer call handling times, inconsistent issue resolution, and low agent satisfaction.

Solution

I led a complete redesign of the agent platform, consolidating workflows, simplifying navigation, and integrating real time tools to support both new and experienced agents in delivering faster, more consistent support.

Key Outcomes

20% reduction in average call handling time, improving throughput and efficiency
15% boost in first call resolution (FCR), reducing repeat calls and improving trust
+40% agent satisfaction, driven by clearer workflows and contextual UI improvements
+18 point increase in CSAT, reflecting faster, more empathetic customer experiences
30% faster production cycles by delivering responsive prototypes and improving handoff alignment
25% reduction in navigation friction and 15% increase in successful VOD content interactions across B2C platforms

Challenges

Agents had to jump between multiple screens and systems to resolve a single issue
Poor search, irrelevant data, and lack of contextual help slowed down workflows
Legacy interface contributed to onboarding complexity and agent burnout

Approach

Empathy Led Research: Shadowed agents and interviewed support staff to surface bottlenecks and mental models
Workflow Simplification: Consolidated top call drivers (billing, connectivity, access) into single screen guided flows
Contextual UI Enhancements: Added inline help, real time prompts, and predictive search tools
Unified Dashboard: Designed a performance driven dashboard showing diagnostics, history, and smart recommendations
Embedded Coaching: Integrated feedback tools for agent development and call quality improvement

Cross Functional Collaboration

Partnered with Engineering to deliver scalable, performant interfaces
Worked with Training & L&D to ensure adoption through better onboarding materials
Collaborated with Product, QA, and Operations to align with KPIs and embed feedback loops
Included agents in co-creation through participatory testing and design validation

Impact

This redesign became a foundational tool in AT&T’s customer service strategy, improving both agent experience and customer satisfaction. It’s a strong example of how internal UX improvements can ripple into measurable business impact and brand perception.