AT&T Interactive Advantage assessment

Client: Sapient for AT&T

Interactive Advantage is a web based tool that is used by AT&T customer service representatives and their clients to manage their internet, telephone, pager, and mobile service. As part of an effort to win work from AT&T, I was responsible for evaluating the current product from a usability perspective and presenting the findings to a local VP. The material I created was eventually used as part of a sales presentation for corporate VPs.

After doing brief contextual interviews with some AT&T customer service representatives and Sapient's own IT personnel responsible for dealing with AT&T and the network services, I conducted a heuristic evaluation based on common usability criteria.

sample
site assessment (pdf) - This document contains the introduction and one page excerpted from the full assessment.

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