Atlas

Atlas is a digital toolbelt that helps AT&T technicians complete fieldwork

Timeline:

2 - 3 Week Iterations

Role:

UX Researcher

Project overview

Atlas is an app that supports AT&T field technicians by acting as a digital toolbelt, providing job information and testing tools to complete fieldwork.

Problem

What is the best way to create a digital tool for technicians to use on the field while integrating legacy applications?

To build Atlas, our goals are:

  • Understand how and why technicians complete their jobs

  • Evaluate the performance of current and legacy tools used in the field

  • Improve the current field technician experience through research and design iterations

Timeline

Research and design sprints are done concurrently, with two weeks for each phase. The phases are discovery research, initial design wireframes, usability testing, and final design.

research setup

User interviews

We used moderated user interviews on Microsoft Teams to gain detailed information about the core job flow and technician interactions with current and legacy systems.

Personas

After synthesizing data from user interviews, we developed personas to provide context about the core job flow, technician motivations, behaviors, and pain points.

Prototypes

Using high-fidelity wireframes on Figma, we analyzed design decisions using technician feedback from multiple iterations of moderated usability testing and A/B testing on Microsoft Teams.

User Interviews

To determine new features for Atlas, we asked five technicians about historical test data using moderated user interviews on Microsoft Teams.

Qualitative analysis showed that technicians wanted historical test results from Speed Test and One Button Test, specifically the upload/download speeds and the pass/fail result, respectively. They needed to see this data indefinitely. The best location for this information in Atlas was under the history tab.

Research synthesis of a feature which displays historic test results highlighting feedback, positives, pain points, and important insights

Persona

Using moderated user interviews with five technicians, we developed a persona for routines technicians:

A persona for a routines technician based off of user interviews with a quote, biography, goals, frustrations, and systems used during field work

Insights

Job Flow

Through user interviews and focus groups, we learned that while the order of the key job flow involves viewing, working, and closing the job, the technician workflow is varying and unpredictable.

Legacy Systems

Using focus groups and user interviews with 50 technicians, we learned that technicians have many legacy systems available - all of which contain different features required to complete varying jobs.

Atlas

Using surveys and user interviews, we discovered that to be a 'one-stop-shop,' Atlas needs to allow technicians to complete the core job flow while providing flexibility and features from legacy systems.