ObjectiveAs part of Idean, I worked with the AT&T Design team in Austin, TX to assist with the research, design and development of their Atlas platform for Technical Field Services Professionals. AT&T intends to merge the TFS and other types of techs into a unified workforce and needed a solution that would bridge multiple legacy systems into a modern web application with streamlined workflows, including the guidance needed for the techs to take on new responsibilities with the flexibility for experienced workers to solve complex problems.
- Adoption of Atlas (75%-100% by first quarter of 2020)
- Reduce tech duration time on jobs
- Reduce the number of tickets created per job (reduce repeats)
- Improve usability of AT&T design system
- Encompass 70% of TFS work activities
UsersOur primary user is a TFS, or Technical Field Service Professional. TFS Professionals repair more network/infrastructure based technology on and off customer premises. They primarily focus on DSL and POTS (Plain Old Telephone) services. Because of their knowledge and experience, a normal working day is not very prescriptive, but rather finds them using tools and problem solving abilities to tackle a variety of technical issues out in the field.
- Empower me with efficient tools and accurate data
- Build me up through flexible help
- Help me better serve our customers
- Help me see the bigger (network) picture
DesignFor every item delivered, our team did interviews with TFS’s in the field, then iterated on low fidelity wireframe designs that we reviewed in partner meetings every week. These provided solid feedback and addressed feasibility issues. Near the end of our sprints we would provide a prototype of the designs, a screen flow diagram, completed high-fidelity designs, and developer documentation. We were available to answer any questions and/or address any last minute changes for all of the designs.
Our team was able to give guidance regarding UX/UI pattern standardization, tips on updating system automation, feedback into dynamic mapping, a robust ticketing system, and much more. The AT&T team also requested we envision the rules around responsiveness within their design system. So this meant documenting the sizing logic of various devices, developing a visual spacing system, updating components, and meeting with the development team to ensure proper adoption.
Read more about Atlas here.
- Our users are smart, they didn’t need prescriptive solutions. They needed a flexible toolbox.
- Designing with flexible components in mind from the beginning speeds up the design process for all parties involved
- Aligning stakeholders on a user-centric focused way of defining deliverables can be challenging, but ultimately pays off.
- Robust documentation takes time to build but it hugely helpful for those referring to our designs after we are off the project.
- Developing a responsive system that will go on to inform future designs within Atlas was very satisfying and impactful.
Zack Causey - Visual/UX Designer
Jordan Winick - Lead Designer
Christie Young - Lead Designer
Jasmine Busch - Senior Product Manager
Matthew Robinson - Head of Studio
Kristy Kelly - Interaction Designer AT&T Design Team