In 2017, T-Mobile was ranked #1 in customer satisfaction by consumer reports. T-mobile has also been growing steadily in the share of the consumer mobile market compared to the older more established AT&T. AT&T required a website analysis and user experience insights to learn how to improve its services and overall customer satisfaction.
After carefully reviewing both sites, a report was prepared to highlight some of the key areas in which T-mobile was surpassing its rival. A user journey map was also created to show how each touchpoint was an opportunity to delight and enhance the user experience. With this knowledge in hand, the company was better prepared to plan improvements and user-centered innovations.
- Website comparison and analysis report
- User Personas
- User Journey Map
Role in project
UX lead, Research, and testing, Designer
Applied design thinking
User behavior modeling
Empathy, POV discovery and definition
Adobe Creative Suite, Illustrator, Photoshop, Google Slides