*To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. The information in this case study is my own and does not necessarily reflect the views of AT&T. 

Overview

Study Objectives
• Evaluate new Unbilled Usage Reports with end users focusing on:
• Navigation within and between these reports and to/from the
Schedule Reports page
• Design and functionality of Unbilled Usage reports
• Content

Approach

Eight moderated remote 45-minute one-one sessions with 4 AT&T customer TCMs, 2 third-party vendors, and 2 competitor TCMs between October 10-14th, 2016.  Initially asked participants a few questions about number of wireless lines and use of reports in their work.

(See Appendix A for participant answers)

Used Axure prototype to perform 6 tasks presented in random orders. A big thank you to Hank Grebe for creating the prototype and to Fred Cruz and Tammy Boat (Premier USEs) and Northwest Insights
for recruiting TCMs for this study.