Augmented Reality (AR) & Screenshare Experience AT DirecTV (AT&T)

Create an augmented reality (AR) and screenshare troubleshooting experience to improve the user experience for customer care at DirecTV (AT&T).

Role: User Experience (UX) Design Intern

Company: DirecTV (AT&T)

June 2016 - September 2016

Impact

The AR and screenshare experience would cut down on unnecessary truck roll-outs and it would reduce the amount of time for call sessions saving the company millions of dollars. The amount of money saved is important, but as shown in our research, a positive customer experience is what will drive customers to the brand and stick with that brand.


Using the research from the customer care experience strategy project, my personal project involved expanding upon the augmented reality solution idea. This solution allows the customer to self-troubleshoot common issues using their smartphone. If a customer is truly lost, the AR solution turns into a screenshare experience with the customer tech where the tech can guide the customer visually by using tools such as a paint tool to circle problem areas. They can also share images and videos relevant to solving the issue. This solution is a great way for the customer to solve the issue visually since most of the troubleshooting instructions are verbal (over the phone) or very static (reading steps on a website).

Solves These Pain Points

  • Confusing IA
  • Starting point
  • Call wait times
  • Complex language

Themes

  • Transparency awareness of process
  • Approachable easy to begin process
  • Entertaining CX keep customer engaged

MY ROLE

I was the lead on this project. My deliverables included creating the user flow, wireframes, an updated user journey map, and a finished deck that was presented to the entire Experience Design Studio (XDS) team and the CTO of AT&T.

The Process

Research

While much of the research and backstory was done from my CX Vision project, I wanted a deeper understanding of the state of current and future augmented reality tools. I made multiple visits to the Design Lab at AT&T where the latest R&D on AR/VR were being tested there. I also focused on the current state of AT&T call centers and how the reps solved issues with customers by exploring the software they use and the steps they needed to take over the phone.

User Flow

Before I went into wireframing, I wanted to create a high level user flow. This flow helped me visualize the path a customer might take while using this solution.

WIreframes

Before creating the user side wireframes for this solution, I created a wireframe for the tech side to get a holistic view and as more of an exploration to help further my thoughts around the customer experience. Based on my previous research on the current steps a customer techs needed to take, I had to think about every single interaction that could happen in this experience.

From the tech representative point of view

Results

This solution is for the customer who wants to fix the issue themselves but they also have a safety net where it has the capabilities of connecting with a tech. It eliminates wordy and long solutions and makes troubleshooting approachable. This solution also makes the starting point easier for customers who are scared and unsure where to start the troubleshooting process. With AR/screenshare, customer care can be entertaining as well! There could be fun animations or achievements that could put the customer at ease. Looking back at the user journey map, with the AR solution, the journey is drastically reduced with more positive thoughts and emotions associated with it.

The AR and screenshare experience can potentially save the company millions of dollars by reducing phone calls and truck roll-outs. Creating a positive and seamless experience for users will increase customer loyalty and brand recognition.