Tmobile Quickview, CRM
Role:
User Experience
Team: User Experience Designer, Project Manager
Agency: Adobe Consulting
Year: 2011
TASK:
Enable T-Mobile to interact with customers with an easy to use, powerful & customer focused application. Reduce initial training time, eliminate new release trainings, drive adoption through desirability.METHOD:
As an information architect I was the lead in charge of creating and documenting the site structure, wireframe layout and component strategy for the redesign.- Create a modular and extensible platform for user experience
- Define a design language as the basis for feature development
- Illustrate with scenarios of frontline use cases
- Simplified user experience
- Walk up usability
Creating new digital identity
Lay the groundwork for a Universal User Interface that can unify all of T-Mobile’s Enterprise applications as one comprehensive, intuitive, and pleasing-to-use product suite.UI Structure | Subscribers
UI Structure | Recent Bills
Account summary information
CRM visual
Visual design
Visual design
Visual design
Tool Bar – Time
Toolbar – Case History
Toolbar – Chat
Scenarios
Created a series of scenarios in order to test the flow in the system. A common use on application design.Login & Account Verification
Steps CSR takes to access and use the application.
Scenario 1
Terry Malone wants to add international service to one of his lines.
Scenario 2
Long time and valued customer Sarah Bloom wants to make a late payment.
Scenario 3
Simon wants to use the “$5 Add a Line” promo to gift his son for his birthday.
by Elaine Keller