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 for major telecom and media platforms, including AT&T U-Verse Online and Disney, focused on scalable VOD, mobile entertainment, and internal tooling. My work blended visual craft with systems thinking to improve usability, boost content engagement, and streamline operational workflows.

Problem

AT&T’s internal agent support tool was outdated and fragmented, resulting in poor navigation, longer call handling times, inconsistent issue resolution, and low agent satisfaction, directly impacting customer service quality and operational efficiency.

Solution

I led a full redesign of the agent support platform, consolidating fragmented workflows, streamlining navigation, and integrating real time tools, enabling both new and experienced agents to resolve issues faster and deliver more consistent, high quality support.

Key Outcomes

20% reduction in average call handling time, increasing throughput and operational efficiency
15% boost in first call resolution (FCR), reducing repeat contacts and improving customer trust
+40% agent satisfaction, driven by simplified workflows and context aware UI enhancements
+18 point increase in customer satisfaction (CSAT), reflecting faster and more empathetic customer interactions
30% faster production cycles, enabled by responsive prototyping and improved cross team handoff
25% reduction in navigation friction and 15% lift in successful VOD content interactions across B2C platforms

Challenges

Fragmented systems forced agents to switch between multiple tools to resolve a single issue
Ineffective search and lack of contextual support slowed workflows and increased cognitive load
Outdated interface and poor UX made onboarding difficult and contributed to agent burnout

Approach

Empathy-Led Research: Shadowed agents and interviewed support staff to identify workflow bottlenecks and align with real world mental models
Workflow Simplification: Consolidated top call drivers (billing, connectivity, access) into single screen, guided flows for faster resolution
Contextual UI Enhancements: Integrated inline help, real time prompts, and predictive search to reduce friction and boost confidence
Unified Dashboard: Designed a performance focused dashboard with diagnostics, customer history, and smart recommendations
Embedded Coaching Tools: Built in call feedback and coaching features to support agent development and improve service quality

Cross Functional Collaboration

Engineering Partnership: Delivered scalable, high performance interfaces through close alignment with dev teams
Training & L&D Support: Collaborated on onboarding materials to drive adoption and reduce ramp up time
Product, QA & Ops Alignment: Ensured solutions mapped to KPIs and embedded continuous feedback loops across teams
Agent Co-Creation: Involved frontline agents in participatory testing and design validation to ground decisions in real world use

Impact

This redesign became a cornerstone of AT&T’s customer service strategy, enhancing the agent experience, improving customer satisfaction, and streamlining support operations. It demonstrated how internal UX investments can drive measurable business impact and strengthen brand perception at scale.