Bill to the future

AT&T used to have a bill page that left a lot to be desired. Think: clickable paper bill. We were tasked with bringing the user experience into late 2024, by putting all-things billing related on the page. Now, instead of clicking through a bill and inevitably calling AT&T customer service, customers could see their recent payments, check their settings (like paperless and AutoPay), see why their bill might have changed, and even file a charge or payment dispute right in-browser.

It doesn’t just sound convenient, it is convenient. Every month, 14m unique visitors visit the new billing center, and only 13% of them call us afterwards. That lead to 380k less customer service calls a year.

14M monthly unique visitors with POCR (Post online call rate) at 13%.
380K less calls to AT&T customer service center in 2025

Full page

Balance to highlights

Expanded: bill activity

See what changed

Settings

See what changed

Expanded: see what changed

File dispute