You know when you call a business and you get a recording telling you which buttons to press to direct your call to the correct place? That's called an auto attendant. T-Mobile wanted to offer auto attendants as a new service for their business clients. We were hired by Blink, their agency of record to help them design the experience in which businesses would set their auto attendants up.
What my team and I were able to achieve was turning a complicated and technical process into an intuitive experience, using visual cues and a flexible interface that would work as well for small businesses as it would for enterprises. Working closely with the engineers and product managers at T-Mobile was crucial to understanding the tool we designed.
Another important aspect of the design process was user testing. We worked with the research team at Blink to A/B test multiple prototypes in order to land on a design that both achieved the T-Mobile business objectives and met their users' expectations.
Following dozens of design iterations, we worked closely with T-Mobile's engineers to build the auto attendant. Given the complexity of the product and the multitude of use cases, collaboration and strong communication were necessary in implementing our designs.
