Introducing Online Cancellations

Offering customers a new, self-service solution for cancelling their devices

Client

AT&T

Wireless – Device Cancellation

Role

Senior UX Designer

Performed both UX and UI design

Design Tools

Sketch

InVision

Pen and paper

Launched

November 2020

overview

Problem

To support customers facing hardships during the pandemic, we wanted to allow customers to cancel their tablet or wearable devices online.

Effect

In order to cancel a tablet or wearable, customers were required to contact customer service. This made cancelling an inconvenient process for them and an additional task for customer service.

By offering a self-service option, we aimed to reduce the need for support and make cancelling an easy process for customers.

research

Internal

I worked with solution architects to understand the restrictions, limitations, and conflicts associated with online cancellation. Keeping Covid in mind, we knew that our existing data about users who typically cancel online may change, so we designed a simple cancellation process (3-4 steps maximum) that would satisfy a variety of age groups and technological levels.

Findings

We discovered that varied experiences were needed based on the user’s location, type of device, how long they’ve had that device, and other criteria specific to their account.

By using this research strategy, we were able to gain a better understanding of the current experience and the pain points that needed to be addressed.

explore

As a result of the user research findings, I took the following steps to improve the overall user experience:

Flow chart

I created a flow chart to visually map out the user paths and identify potential solutions for each destination within the product. This helped to ensure that users would have a clear and straightforward path to find the information or solution they were looking for.

Sketches and wireframes

To further refine the layout and user flow, I created sketches of wireframes for each cancel scenario. This allowed me to experiment with different designs and get feedback from the team on the best options before moving on to full comps.

Comps

Finally, I designed full comps for all viewports, including desktop, tablet, and mobile, to ensure a consistent and optimized user experience across all devices. The full comps took into account the layout, color palette, typography, and other design elements to create a cohesive and appealing design.