DIRECTV satellite customers have many technical issues and need customer support to fix. I took a deep dive into the customer care call log to identify the top user problems. I created ways users could fix issues themselves. This saves our customers time and greatly reduces call volume and cost to the business.
The ad team wanted to advertise when uses hit pause on their devices. I created a prototype to replicate and test the experience to identify the best customer experience while generating ad dollars.
AT&T TV was a massive team effort to provide our customers a streaming alternative to cable while still maintaining the feel of the premium the DIRECTV experience. During development the team faced a major crossroads as our search algorithm was unable to provide the personalized recommendations our platform was designed around. There was a refocus and redirection of the project 9 months prior to launch. In the end we pivoted the product to provide the customer experience our users where asking for.
