Project Agent Push
A New Standard for Identity Verification
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Imagine this.
You are a customer who called an 800 number to get support for your internet service. You are trying to speak to a human, but the robot keeps asking you for a PIN. What PIN? Are they texting you a PIN? Who really remembers a PIN?
Unfortunately, that is the experience that over 217 million customers get when they call that 800 number for support, until now. I led the strategy, design, and experience for customers to easily verify who they are over the phone when speaking to a call center agent, no PIN required.
ROLE
Lead UX Designer
LOGISTICS
Agile Workflow
Duration: 2 months
Platform: Native app
Figma (wireframes & prototype)
CONSTRAINTS
Collaborating across multiple time zones
Alignment on user facing content with Privacy and Compliance
Data Analytics
Voice of the customer
Feedback from Call Center Agents
Customer audio from the IVR (Interactive Voice Response)
Customer Survey
DISCOVER
We began by diving into the current state of the customer experience by capturing the user journey in a visual representation of what we knew so far.
MEET THE COMPETITION
Next, we conducted a UserZoom survey using their recruit panel. We surveyed both existing customers and new customers. Survey questions focused on comfort level sharing personal information in different channels and contact verification preferences. Here's what we learned:
Customers prefer email over texts and links over temporary codes.
86% of participants rated they had no concerns using these options across all channels.
DEFINE
After comparing the insights we gained from the customer survey, the feedback from our agent call centers, and the audio recording from the IVR, we were able to successfully define specific use cases to focus on.
WHAT WE LEARNED
After mapping out each use case and studying our company user personas, we determined that using push notification for identity verification would alleviate some major user pain points, however we needed to account for some possible limitations.
Users must have the myAT&T app downloaded on their phone with push notifications enabled.
Some customers calling in to the IVR are not digital natives and prefer other methods of verification.
If a push notification fails, a fall back option must be in place to verify the customer's identity.
DESIGN
A number of constraints became more clear as we started sketching out possible solutions.
Fraud Requirements - the Fraud team has strict content requirements before they would sign off on the experience. These content requirements created a paragraph of text we would need to show on the screen.
Legal Requirements - the Legal team would not sign off on the experience until the Fraud team did.
Compliance Requirements - Privacy and Compliance wanted to add additional content on screen to ensure a user understands not to allow an unknown sign-in attempt.
INITIAL DESIGN
While it wasn't pretty, we had to get the conversation going with our Legal, Fraud, and Compliance teams. This is the content that seemed to satisfy all teams.
We purposefully led the conversation with a very simple, boring interface design because we wanted to hear and consider the concerns each stakeholder had with the overall feature that they thought content could mitigate.
DELIVER
After listening in depth to the concerns from stakeholders, we got to work to iterate on what designs we could implement to help mitigate those concerns without leaving large amounts of content on the screen. After multiple iterations, we showed our final design to Fraud, Legal, and Compliance.
Purposeful changes we made:
The header lets the user know the purpose of the modal.
The body copy identifies the request was triggered over the phone.
The user ID and time are displayed to capture a more accurate depiction of when this happened.
The Allow or Deny buttons do not compete with each other. While typically two secondary buttons are never placed next to each other, we did not want to emphasize either choice.
NEXT STEPS
Currently, this experience is in development and is expected to launch by December of 2023. While that timeframe doesn't align to our normal Program Increment Planning schedule, this feature involves multiple backend changes from the app, the IVR, and the application agents use. We are all dependent on each other to line up the necessary features to bring this to launch.
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