AT&T Phone Tutorials
In order to reduce the number of calls to their support center, AT&T asked us to improve access to their mobile phone tutorials.
After evaluating their current tutorial page, we examined competitor sites and asked current customers to help us recategorize the content. We created two new prototypes and tested AT&T customers.
More than half of the users we tested did not understand the relationship between categories and tutorials in the original AT&T site. The crowded look of the selection boxes made it difficult for users to find information.
Our simplified interface was preferred by all participants and AT&T implemented many of our recommendations in their relaunched tutorial site.