AT&T TV Setup & Install

What was the project

For AT&T’s new platform AT&T TV (Osprey), we needed to test the preliminary manufacturing image for setup, including troubleshooting for common errors. The OS was Android TV, so we worked closely with Google to satisfy the setup needs of both AT&T and Google. Since we were releasing new hardware, we needed to make sure the flow before the software update was clear and comparable to other devices like Apple TV and Roku.

What we did

Our team wanted to understand how users would resolve issues since this product would be released without technician installation. So we built in negative paths to the planned manufacturing image to test if the self-care was clear and made users feel capable of addressing the issues.

Who was on the team

• Researcher: Liz Jernegan

• Design Lead: Neil McIver

• Designers: Chinmay Panchal, David Wyffels, 
 and Amanda Kozak

• UX Writer: Joanna Di Paolo

• Product Managers: Dante David, Bryan Mathews

• Senior Systems UX Lead: Shashin Patel

What I did

Conducted a competitive analysis of other hardware setup & install experiences. Built low fidelity prototype of manufacturing image. Conducted in-lab usability studies. Collaborated with design team to create user journeys. Presented findings to internal stakeholders and Google.

INSIGHTS

• Setup was at least twice is long as competitors (Apple TV, Roku, Firestick, etc)

• Customers felt comfortable completing a self install process, even with common errors

• Setup process had too many updates, it included an AT&T system update, remote update and Google update

• Switching from AT&T setup flow to a Google sign in was jarring to all customers

• Customers do not associate Google with a TV experience, and did not want to login

• Users also associate Google with email and privacy issues

Transition Screen Iterations

What tools we used

• In-lab moderated usability studies

• Low fidelity prototypes with “unhappy” paths

What was the impact

• Convinced Google to spend a month, and make their update happen in the background

• Removed superfluous screens in setup process to decrease duration to about 10-15 mins

• Redesigned error messages to help customers resolve the issue themselves, 
or inform the care team if customers call

• Worked with Google, Product Managers and UX Writers to design a transition screen from AT&T to Google setup

• Created an 8 ft user journey to be a reference tool for Google and AT&T

  • It was regularly used by the design team as a reference and posted in common areas