Atria Senior Living
BROOKE NEACE EXPERIENCE DESIGN
AT&T's products and services are complex, and so are the customer journey's that go along with them. Returning devices and equipment was an often forgotten-about experience, until trade in promotions brought in large return volumes and high amounts of user friction. Our team set out to look broadly at simplifying the customer experience for returns which involved understanding how we operate within reverse logistics and the supply chain.
In 2020, the COVID-19 pandemic changed how people interacted with restaurants. In response, businesses reacted by providing more options for customers and employees to safely pickup and serve food. At Papa John's, we faced a number of challenges to research, design, and operationalize a curbside pickup experience that met customer needs.
We set out to make our digital experiences simple, modern and fun while meeting our goals of reducing user friction, adding customer value and achieving business outcomes.