Senior UX Design, Senior Research, Information Architecture, Interaction Design, Prototyping
AT&T
2025–2026
SUMMARY
I led the research and UX for Usage in AT&T’s rebuilt flagship app, helping customers see who was using their data, on which devices, and when.
I owned research, interaction design, and the account model for Wireless and Internet details, homepage cards, and the combined account view. I worked closely with a dedicated UI designer and the design system team.
The hardest decision was aligning different billing cycles so customers could compare usage across services. I worked with engineering and leadership to make that shared view possible. The homepage cards received approximately 14 million taps in their first month.
THE PROBLEM
The AT&T app showed customers their internet usage, but left wireless out of the picture.
For customers with both services, that meant an incomplete view of their household’s activity. The rebuild was a chance to bring wireless and home internet together. I needed to understand what people wanted to see before deciding what belonged in that experience.
UX RESEARCH
I wanted to understand how people prefer to view their data and what they care about most. I started with a handful of in-person interviews and remote studies on UserTesting.com, then compared charts and prototypes for clarity, visual appeal, and interest.
Nine studies informed the experience. The remote studies recruited AT&T wireless customers who used mobile apps. The in-person interviews added context to the questions I explored at scale.
Study details
- Chart concepts: 101 responses, March 13, 2025.
- Screen prototypes: 150 responses, July 10, 2025.
- Household and comparison findings: 115 responses, March 12, 2025.
Chart and prototype scores are comprehension ratings out of 7. These selected studies recruited AT&T wireless customers age 55 or under who used mobile apps.
Choose a chart people can read.
I compared chart concepts and screen prototypes to learn which presentations people found easiest to understand. These examples show how that research informed the design.
Simple bars led comprehension. That result informed my chart choices alongside the amount and frequency of data we could actually provide.
A · Simple bars
B · Overlapping lines
C · Headline + wave
D · Single area chart
Early concepts helped me pitch wireless usage. We ultimately took the experience in a different direction, but these explorations made the idea tangible and helped us compare what people understood.
Prototype 1
Area chart
Prototype 2
Bars + comparison
Readability guided the direction.
Simple bars made these concepts easier to understand. In the final designs, I paired that finding with the data each view could support.
FINDINGS
What brought people back to Usage?
Curiosity came first. People wanted to understand what they and their families were doing, even on unlimited plans. Parents especially wanted to investigate children’s usage when a spike or unusual activity caught their attention. Usage needed to help them connect a change in the total to the person or device behind it.
See the household. Find the detail.
Start with the whole picture.
72% selected the family-total usage example. That preference supported an account-wide starting point. I brought wireless and home internet together so customers could move from the household total to the person or device behind it.
Find what’s driving it.
Design action: let people identify a high-usage person or device and investigate when activity peaked.
See when it changes.
Make change easy to read. Customers wanted to know whether usage was going up or down between periods. That shaped the trend arrows, period comparisons, and ways to explore activity over time.
In a separate question, 64% wanted a percentage comparison with the previous week. I placed that comparison beside the total, with an arrow that makes the direction of change clear.
How I defined a spike
I developed these weekly thresholds through user research and a review of how other major telecom carriers handled usage changes. They became the product’s working rules for distinguishing a small increase from a more significant spike.
Three questions shaped the experience.
Who is using the most data?
Choose a line. See each person’s activity.
Which devices are using it?
Rank devices by their contribution.
When are they using it?
Explore dates, trends, and timeframes.
DESIGN + BUILD
Wireless and Internet details were the first experiences I designed and helped launch. Research and data availability shaped the charts: a line kept roughly 30 daily readings readable across a month; bars made a single day’s roughly 10 available readings easier to compare.
Choose a line, see its activity, and explore what changed. The selected period and comparison baseline are always named.
- 1
Swipe between lines. Move between people on the account without leaving Usage.
- 2
Choose the time window. Weekly trends were a priority. Explore a day, week, or billing period.
- 3
View trends over time. The arrow and comparison tell people whether usage is going up or down, a need that came through clearly in research.
- 4
Give the pattern context. The average line provides a reference alongside the daily usage curve.
- 5
Make the allowance tangible. Show how much hotspot data is used against the available allowance.
Internet usage
Move from the household trend to the devices contributing most. The ranking answers the next question without another search.
- 1
The same time selector. Keep period choices consistent across services.
- 2
View trends over time. Pair the total with the direction and size of the change from last week.
- 3
Swipe through the month. A month of data could not fit comfortably on one screen. People could swipe left or right to explore earlier and later activity.
- 4
See each device’s share. Devices are ranked by usage, with percentage bars showing how much each contributes. Together, their shares account for the whole.
- 5
Connect the device to the total. Show its usage alongside its share of the household total.
Behind both experiences, actions follow capabilities, not role names, so each person sees what their access allows.
I used AI to explore ideas and build support.
I directed AI across research synthesis, design exploration, and prototyping. Within AT&T’s approved tools, I used Ask AT&T to consolidate study feedback and explore alternatives, then Figma Make to turn ideas into working prototypes.
- 01
Explore alternatives
AI helped meGenerate design variations
My directionSet the direction and compare tradeoffs.
- 02
Make ideas tangible
AI helped meBuild prototypes with Figma Make
My directionGive the team an experience they could use.
- 03
Build support
AI helped meOrganize pros, cons, and pitch points
My directionExplain why a direction deserved support.
HOMEPAGE USAGE CARDS
After the detail screens launched, Usage needed a presence on the homepage. My idea was to surface a useful tidbit about the account or an individual, then invite people to explore. Each card pairs a clear takeaway with a chart and a direct path into Wireless, Internet, or the combined Usage lander.
The homepage brought people into Usage.
The cards gave Usage a place where customers already spent time. A quick look at their activity could lead them into Wireless or Internet details, and later into the combined account view.
Usage became the app’s third most trafficked feature, behind Home and Bill Pay. That response supported my decision to use a carousel of small usage insights to invite people into the details.
ONE ACCOUNT VIEW
The family-total finding supported an account-wide view. Alongside leadership’s direction to bring wireless and home internet together, it shaped a starting point for the whole account, with paths into either service.
Combined brings wireless, hotspot, and internet usage into one overview. People can see the total, understand how it splits across categories, and find the devices contributing most.
One view needed one shared period.
Wireless and internet had different billing cycles. Combining mismatched dates would make the account view misleading. I made the case to engineering and leadership for aligning the periods, despite the development effort. Through repeated discussions, we agreed to use the wireless cycle as the reference, since wireless served most customers, and divide internet usage into those same dates. It was the hardest part of the combined view: getting the underlying data to support a comparison customers could trust.
The lander was the final piece of the Usage experience. It came after the detail screens and homepage cards, bringing their highlights into one account-wide starting point. Customers could move from the total to the service, person, or device behind it.
RESULTS
Adoption
- ≈14M taps on homepage usage cards in the first month. Increased traffic into Usage prompted a dedicated engineering sprint to reduce database latency.
- #3 most trafficked feature after release, behind Home and Bill Pay.
Recognition
- Chosen to introduce the app. AT&T featured Wireless Usage as the lead image in both its Apple App Store and Google Play listings.
- Featured in launch coverage. CNET highlighted the ability to explore device data, calls, texts, and hotspot activity.
Delivered experience
One path from overview to detail. Customers can start with a homepage insight, see activity across their account, and follow it to a specific line or device.
Apple App Store ↗Google Play ↗
The value was understanding what happened.
CNET’s launch coverage returned to the same need I heard in research: even on unlimited plans, families want to understand their activity. The practical value is knowing when to look closer.
“Being able to see that your child's devices were using a ton of data at 4 a.m. is incredibly valuable.”
Quoted by CNET, March 18, 2026 · Read the article, via Yahoo Tech
The challenge was making separate services work together as one understandable experience. I used research to decide what mattered, defined the account model, and worked through data constraints with the team. That combination of research, product structure, and collaboration is what I bring to complex design problems.
