AT&T needed a way to shift their pre-paid customers away from
call centers and into a digital tool to manage their accounts
and purchase features.
Given the huge variety (and not always
the best quality) of handsets available through GoPhone plans,
we sold the client on the benefits of a responsive web solution
versus a native app.
We conducted multiple usability sessions to better understand
how users go about working with their plan, leading to an
experience that aligns more with shopping behaviors than
account management. We allowed users to quickly and easily
make recurring purchases while keeping costs and overages
front and center to minimize billing surprises.