AT&T's Customer Install & Repair Experience

AT&T contacts internet and TV customers several times through various forms of messaging before a scheduled install or repair technician appointment. While well received, there are a number of opportunities for improving the end-to-end customer experience. In addition, following the installation, customers may experience a number of troubleshooting-related issues while using their services. Many of these can be solved through better customer-focused service solutions. In this area, we focus on different solutions empowering the customers to solve issues easily and seamlessly. As a whole, these two efforts focus on exploring end-customer needs in these two spaces and will support the design and development of potential solutions for the user experience involving multiple AT&T stakeholders.