Choosing a phone is only the start

The brief was to rethink how wireless customers used AT&T's web and app experiences. Device preferences, rate plans, and extra services all affected the decision. I needed to explain each choice while keeping the whole line understandable.

I facilitated remote workshops and designed journey maps and web and mobile prototypes in Sketch and Adobe XD, working with the IBM team and AT&T stakeholders. The device, plan, and feature-pack screens shown here are my design work.

The device recommendation follows questions about phone use and budget. An Other Recs action keeps the first suggestion from becoming a dead end.

The expanded plan keeps the price, terms, and Select action together. Other tiers remain available below it. After selection, a separate prompt offers a feature pack alongside a way to continue to the next line.

The review brings the plan, pack, and line total together, with actions to edit, save, or choose the next line's plan. I treated the extra service as a visible choice rather than letting it disappear into the total.

These are related states from two pages in the native design file: the device comes from Upgrade Flow; plan, pack, and review come from the feature-pack page. The tour brings those decisions together for reading. It is not a recording of one end-to-end session.

The surviving work makes the proposed choices concrete: what is recommended, what the plan includes, whether to add a service, and what one line costs. The screens and prototypes gave the team a way to inspect that experience together.

I explored several directions with the team. The original screens keep the design decisions visible, including the detail available at each choice and the route back to edit a line.