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The
Streaming
Age
UI Design / UX Research
As a Sr. Product Designer. I designed a variety of features aimed at improving the customer experience on AT&T's streaming platforms. Because user testing and research was so integral to our decision making, I also helped run over 6 studies encompassing lab testing of prototypes, pre-screening surveys, competitive analysis.
Project Highlight
Instant
Premium
Purchase
IPOR stands for Instant Purchase on Remote. This was a big initiative by AT&T to revamp the way users can order premium add-ons such as HBO, NFL Sunday Ticket, Cinemax and more purely from their remote without having to go to the web or make a call. The existing experience was a problem because users were confused which either led to drop-offs in the experience or costly (to AT&T) and frustrating (for users) calls to order over the phone. Here are some of the main goals of the task:
Understanding why customers use this:
Final Designs
User Testing Result
We tested interactive prototypes of the designs with a test group of 10 subjects (5 females and 5 males) aged 35-55 who have been DIRECTV users for at least a year and active sport watchers. Here are some of the major takeaways from the study:

Users felt like they actually knew what was included in the package.

Users felt the experience was secure and transparent.

When showed the previous experience, users were confused about pricing

Users wanted to discover and browse more packages

Users liked the modern and updated design, felt like it was a premium feature

When asked if they preferred using this experience or calling in, they preferred the new experience






Project Highlight
Advertising
Consumption
Behavior
IPOR stands for Instant Purchase on Remote. This was a big initiative by AT&T to revamp the way users can order premium add-ons such as HBO, NFL Sunday Ticket, Cinemax and more purely from their remote without having to go to the web or make a call. The existing experience was a problem because users were confused which either led to drop-offs in the experience or costly (to AT&T) and frustrating (for users) calls to order over the phone. Here are some of the main goals of the task:
Understanding why customers use this:
Final Designs
User Testing Result
We tested interactive prototypes of the designs with a test group of 10 subjects (5 females and 5 males) aged 35-55 who have been DIRECTV users for at least a year and active sport watchers. Here are some of the major takeaways from the study:

Users felt like they actually knew what was included in the package.

Users felt the experience was secure and transparent.

When showed the previous experience, users were confused about pricing

Users wanted to discover and browse more packages

Users liked the modern and updated design, felt like it was a premium feature

When asked if they preferred using this experience or calling in, they preferred the new experience






All Projects