AT&T Business

Telecom

B2B

Internal Tools

0→1

Legacy Transformation

Lead UX Designer & Researcher

Design Operations

User Research

Optimization

100+ to 3

legacy AT&T systems consolidated

9,000

support agents unified to one system

AT&T Business, the B2B arm of one of the largest telecom carriers in the US.

Read the case study

250+

people across AT&T & Salesforce teams

Overview

Legacy Sales Flow Transformation

AT&T Business ran its sales flow across more than 100 legacy systems, part of a broader partnership with Salesforce to unify customer data that agents had juggled across roughly 20 apps and up to 50 screens for over a decade ("swivel chairing"). I designed the consolidated Salesforce experience and self-service site that replaced them, on what became Salesforce's largest transformation project to date.

Role & Constraints

PARTNERED ON

Coordinated across 250+ people from Salesforce and AT&T inside a SAFe (Scaled Agile for Enterprise) delivery process.

CONSTRAINTS

Limited time against a heavy commitment load, and a mandate to build on out-of-the-box Salesforce components instead of custom pages.

OWNED

Led UX design for the sales flow and new self-service sales website, and created the templates senior designers used to standardize interactions.

MID-FLIGHT CHANGES

Salesforce's largest transformation to date, unifying real-time customer data for roughly 9,000 support agents, touching millions of customers.

How I got there

4 steps, one vision.

1. DISCOVERY: Audited failure points across the legacy systems: duplicate entry, lost progress, inconsistent errors.

2. DEFINITION: Standardized on Salesforce Lightning Design System components to keep a consolidated system that scales.

3. DESIGN: Led design of reusable templates for senior designers to use to they designed follow-on features across the suite.

4. DELIVERY: Iterated the credit check flow specifically, based on early usability feedback.

Visuals

Credit Check Flow

  • 1. Business Information

    User enters information about their Business Name, Applicant Name, Service Address, Legal Entity Address, and Primary Billing Address.

  • 2. Updated Application

    Social Security, Drivers License information, and Previous Address information is entered before submitting the credit check.

  • 3. ID Verification

    Four Uniform Commercial Code questions are presented to the user to confirm their identity.

  • 4. Resoltuion Center

    If any negative results are returned, the user can enter information to update the system before running the credit check.

  • 5. Credit Check Results

    Businesses are either:

    1. Auto-approved

    2. Approved with a $100 deposit

    3. Referred to customer service

Generate Contract Flow

  • 1. Opportunity Summary - Default

    View the opportunity summary.

  • 2. Opportunity Summary - Expanded

    View an expanded view of the opportunity summary.

  • 3. Contract Details

    View the contract details.

  • 4. Pricing Schedule

    Set the pricing schedule.

  • 5. Perform Credit Check

    Perform a credit check.

  • 6. Credit Check Results

    View credit check results.

  • 7. Contract Preview

    Preview the generated contract.

  • 8. Confirm Terms

    Confirm the terms and conditions have been read.

  • 9. Send for eSignature

    Send the contract to the customer for electronic signature.