As a Senior Customer Experience Design Consultant with Deloitte Digital, Tim worked with T-Mobile’s Sales and Service group to bring Human Centered and Data Driven Design vision and expertise to delivering a UX design strategy and core deliverables.
This system, the T-Mobile Sales and Service Customer Touch User Experience (CTUX) program, was designed to increase customer and employee satisfaction, decrease engagement times, and increase sales, ensuring the customer is using the best services and devices for their needs.
Human Experience (HUX) Leader
Senior UX Design Consultant
Junior Visual Designer
Web Development Engineer
Tim conducted interviews with stakeholders, Customer Service Representatives, and Customers to observe their processes, tools, and interactions. Through contextual observation, directed interviews, and online surveys, resulting data revealed pain points focusing on multiple user-interfaces and data-sources. Additionally, when data was present, there was no clear path to reach service goals.
Tim evaluated the T-Mobile systems against best practices using a specific and detailed set of evaluation criteria. Using Heuristic Evaluation Tools, Tim focused on functionality, navigation, data-display, and a host of other data-points to help objectively understand and weight opportunites and problems.
Julie is a CSR based in Arizona and enjoys her work talking with T-Mobile customers throughout the day. She works the regular day shift but sometimes covers swing shifts for co-workers. She finds that some issues are common and easy to resolve. The times that cause her concern focus on the outlier problems, especially when she has limited intuitive and quick paths to access customer, service, product, or other information leading to successful resolution, happy customer, and happy CSR.