AT&T UBAM

web application  |  ENTERPRISE  |  APR 2018

Problem + Solution

AT&T was to sunset a 15+ year old JAVA app that allowed their employees to manage enterprise billing accounts totaling $23 billion in revenue YOY. This old system was causing productivity issues due to its slow processing and "horrible" interface. I redesigned and assisted in the launch of a new application that allowed users to do a number of new tasks while also replicating key functionality from the old app. The UBAM (Unified Billing Account Management) app was designed entirely as a collaboration between the design team and the users resulting in an efficient, scalable, and most importantly an easy-to-use application. 

ROLE + Responsibilities

Lead UX Designer

Design Thinking Workshops, Research, Information Architecture, Interaction Design, Lo-Fi and Mid-Fi Wireframing, Prototyping, Documentation + Transfer of Design Assets, Design Sprint Management (Agile)

Collaborated with Visual Designer, Front End Developers, Sr. Business Analyst/Scrum Master, AT&T Product Owners, AT&T EUAM/UBAM Users, IBM Developers + System Engineers

Tools

Pen + Paper

Whiteboard

Post-its

Omnigraffle

Sketch

Sympli

Mural

InVision

Axure

Process

There was a large team working on this project and specifically 4 on the design team. My major individual contributions in this project include Heuristic Evaluation, Affinity Diagrams, Site Map, User Flows, Wireframing, User "Playback" Sessions, and Prototyping. 

outcomes

Starting right from launch, the IBM IX team enabled users with a simplified search and the ability to work with different accounts at once, without having an app that was constantly crashing due to data overload. Major efficiency gains like the examples below were possible due to comprehensive research on context and back end systems while also gaining insight from users.