CTUX

Customer Touch
User Experience

The CTUX Goal:
Design and deliver a system to surface comprehensive understanding of customers' T-Mobile relationship and needs and provide actionable paths to customer solutions, products, and services.

Understand the whole user
by leveraging data and design

The CTUX Project

Overview

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.

The Team

Angel Vaccarro

Human Experience (HUX) Leader

Tim Aidlin

Senior UX Design Consultant

Sherysai Vas

Junior Visual Designer

Shalabh Roy

Web Development Engineer

Discovery / Research

Observation, Interviews, Workshops
& Lots Of Notes
How Customers and Users Do What They Do

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.

Evaluate Current Systems and Processes

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.

Users and Journeys

Who we're helping, what drives them? Where are opportunities and challenges?
User Personas
  • Julie Chen
  • Age: 34
  • Location: Phoenix, AZ
  • Occupation: T-Mobile CSR
  • Years with T-Mobile: 4
  • DRIVERS
  • Reasonable Costs
  • Many services to use
  • Quality of Service
  • Available devices
  • PAINS
  • Unexpected costs
  • Poor service
  • Availability of Customer Service
  • Lack of ways to communicate

NOTES
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.

Customer Journey Maps

Whiteboarding, Sketching, and Ideation

Design for our audience, use data and research to guide decisions. Start high and iterate rough and quickly.

Prototypes

Design and develop prototypes to refine and present vision

After collaboration with stakeholders and vetting, Tim refined sketches, white-board illustrations and user-flows, and collaborative feedback to design and present an initial concept prototype. Tim used Axure to craft initial wireframes and architecture, validate user flows, content, and data.

Diving quickly into exploring ideas as a function of building a prototype to vet strategy and present vision in-progress. We were able to iterate, refine, and partner with development relatively early in the release process. This ensured scope and strategy were aligned with production and reality.

Components

A modular, responsive archicture fosters flexibility and extensibility

Using research and data, Tim focused on a modular archtecture and explored each component as an individual item as part of a larger whole. This fostered more rapid iteration and acceptance from respective stakeholders.

Extensability

Good ideas can grow. New platforms, new goals, same fundamentals

Using research and data, Tim focused on a modular archtecture and explored each component as an individual item as part of a larger whole. This fostered more rapid iteration and acceptance from respective stakeholders.

Summary

The T-Mobile Sales and Service Customer Touch User Experience project was released to end-users in the field for beta testing in preparations for a final sprint to accommodate changes and repairs necessary to get reliable metrics for continued development.
As CTUX moved into production, I rolled of this project for a new engagement.
No additional metrics for the CTUX project are available.