WEB & NATIVE APPS
T-Mobile screen share

Role: UX Lead
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Partners: Legal, Engineering, Product, Research, Content Strategy, Google - (third party partner)
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Outcome: Screen Share capability succesfully launched with a 25% adoption rate within the 1st quarter

Project Summary

Ask: Design a screen sharing feature that allows Customer Service Reps to better trouble shoot while using the T-Life App

Business Goals:

Customer needs: Design a screen sharing feature that allows Customer Service Reps to better trouble shoot while using the T-Life App

Outcomes

Step 1 - Send invitation

The Customer Service Rep sends the customer an SMS link to initiate screen share

Step 2 - Customer accepts invitation

The link takes them to their T-Mobile T-Life App, goes through authentication and then ask them to accept the invitation.

Step 3 - Screen share initiates

Service Rep then guides the customer on how to complete a task/transaction in T-life.

Background

Research Insights
Every Quarter, our UX research conducts a magic wand study where service reps are asked, if you had a magic wand, what would you change about your workflow?
We got several responses that were similar to the quote below:
"I could help customers faster if I could actually see what's on their screen and walk them through what they need to do. "


 Business & Customer Goals

  • Better support user needs: Saves time and effort of going in store to get help when trouble-shooting
  • Improve business outcomes: Supports customer education and guides less Tech savvy customers through difficult features


Key Personas

Customer Service Rep
Call center reps: These would be the Reps to use screen share the most and they are not face to face with customer
Needs:
  • Accurate visualization of customer mobile screen in order to effectively help them rouble shoot
  • Maintain trust with customer by being knowledgeable and having the ability to accurately solve customer problems
T-Mobile Customer

Digital Novices: These would be most likely to benefit the most from screen share as they are not comfortable using technology
Needs:

  • In depth step by step guidance to go though more rigorous transactions
  • Save time, effort of having to go in store for assistance


Design Principles

Digital Adoption

Enable personalized support, guiding customer step by step confidently

Digital Advocacy

Provides Expert with real time access to latest app interface

Security & Safety

Offer safe and secure support to customers


Considerations & Constraints

Screen share available only on the T-mobile app

For the 1st iteration, screen share would only be available on the T-life app. Future iterations would allow for Mobile Web activation.

3rd party Partner - Google

Engineering would leverage Google - CoBrowse to build and enable this experience. It would limit UI and visual representations of the programe.

Privacy

Ensuring customer privacy by covering up sensitive data from the Customer service rep, and allowing the customer to stop sharing their screen anytime they want.



Customer flow

Explorations & iterations

These were the iterations of the the Start Screen Share Popup screen. As technical constraints changed and feedback from users testing came back, the Popup was adjusted.
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Final designs for screen share

We wanted to see what users responded to the most. We knew that downloading and saving were key actions for users. But we also wanted to make it easy for users to log in if they were logged so that they could get more capabilities. So we tested having users sign up, or having users copy the link to share as one of the main CTAs.

Step 1: Initiation

Customer rep sends a text to customer's phone to iniatate screen share‍‍

Step 2: Customer accepts invitation

Step 3: Screenshare is initiated

Step 4: Screenshare in progress

Customer rep can use tools to highlight areas in which customer should pay attention. This would be visible as well on the customer side and makes it easier to troubleshoot.‍‍


Launch metrics

Results

Adoption rate: 35% which was 10% more than expected

‍NPS Score: 34.5% which was about 15% lower than expected

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