AT&T Business Center: Is a platform that integrates all b2b applications together. The AT&T infrastructure consist of several legacy business applications which makes our users hop from one portal to another in other to achieve one simple task, to create a more wholistic solution.
The BDE team has been charged to integrate all business applications as a single pane of glass experience.
My team was tasked to design a simplified experience for Business Center users, using our combined skillsets to deliver a beautiful, streamlined, user-focused enterprise tool. Leverage our understanding of our customers, our business and our industry to inform our work
In order to determine whether this proposed feature would actually improve the user experience of the web application, we had to find out what Business Center users need that they aren’t getting, and/or what they want — and what that opportunity space looked like for our client.
Working closely with our AT&T User Experience Research team who had conducted B2B enterprise persona research – they had conducted one-on-one interviews, created hypothetical and actual empathy maps, and developed a primary persona.
We leveraged this research to inform our designs.
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Our results were direct; Business Center users wanted a better experience and these were their comments:
- “My ideal dashboard would have lots of charts and graphs on it that let me know if my network is okay.” – Network Engineer
I want to be able to access the information i need quickly and complete my tasks efficiently, without unnecessary clicks or repetition.
I want to feel like I have some control and that I am informed. I don’t want to feel like I have to go to Lisa (My Service Manager) for every small task.
Overall, the results were consistent with what one would expect of current or past Business center users; convenience was the primary attraction, our users did not want to have to think, all the information needed should be presented to them at the appropriate time. Some of their needs were being met by Business Center existing service, but not all. There was a hole in the experience.
We had discovered something significant; the current dimension of Business Center is a 12 column center aligned 960 width layout. This did not allow us to present as much information as possible and we made users go through several pages to complete their tasks.
Perfect! An opportunity space for our client.
” I need to be able to monitor my network, create tickets and manage users.”
Oversees all the locations for the Southern region. Rocky hires and works with network coordinators within his company to monitor the network health and ordering process.
He is also responsible for creating project plans when a need for a new service or inventory arises.
- Struggles with incomplete, missing or unavailable details in the system -location, asset ID (Circuit ID, telephone number, e.t.c.) and charges.
- Struggles with cumbersome reporting tools.
- Needs better link between inventory, Ordering and Billing.
- Has challenges navigating the web application and its corresponding 3rd party portals.
So, we conducted our first design studio with the following user task in mind:
“As a company admin/ Network administrator i will like to create a new user in business center.”
No clear Information Architecture have been defined in business center due to this simple tasks like “creating a new user” seem cumbersome for users/ company administrators.
- Improve the core flow.
Our customers using AT&T Business Center have several pain-points navigating and utilizing the system, this bottleneck is due to the legacy back-end architecture of several web applications acquired by the business.
The Information Architecture of Business center in dictated by what our legacy systems can do or have been architected to do.
Also, the current Business center was not visually appealing
- Re-design Business Center Architecture.
- Re-design all Business center components based of AT&T guidelines to be e508 Compliant.