Defined and designed intelligent UX changes to Device Unlock
Resulting in a total reduction of calls by 23% from Q3 2016 to Q4 2017. Customer Service Representatives also utilize this same pages, as a valuable GUI resource while helping customer on the phone. UX and UI Design changes made huge improvements to the customer experience and cost saving for AT&T. Plus added the responsive page design.
Before: In Q3 2016 - average of 93k calls a month were received (highest 140k)
After: In Q3 2017 - average calls for Device Unlock were 78k calls
Assets & Redlines