Role
UX/UI Design
Client
Readiness IT
Plataforms
Web
Overview
We began with a solid foundation—a generic telco product that capitalized on our extensive industry experience, coupled with the utilization of our robust design system. By integrating a stronger technical framework, we achieved accelerated deployment timelines for new clients. This enhancement enabled us to swiftly adapt the solution to meet the unique requirements of each client, fostering a more agile and responsive approach.
One of the most significant improvements was seen in the user experience, benefiting store and call center operators. Through the implementation of non-linear flows, operators were able to navigate through tasks and processes more efficiently. This resulted in a significantly improved and expedited experience for both operators and customers.
By enabling non-linear flows, we eliminated unnecessary constraints and rigid sequences, providing operators with greater flexibility to access the required information or perform tasks more intuitively. This approach eliminated time-consuming hurdles and bottlenecks, resulting in a smoother and faster user journey.
The optimized user experience not only increased operational efficiency but also contributed to enhanced customer satisfaction. With streamlined processes, operators were empowered to provide swift and accurate assistance to customers, leading to more positive interactions and ultimately improving overall customer experience.
This transformational upgrade from a generic telco product to a more agile and user-centric solution has not only bolstered operational efficiency but also generated positive feedback from both operators and customers, driving business growth and customer loyalty.
My role
As a product designer, I collaborated with other product designers, product design lead and developers while reporting to the C-level executives. I collaborated in the concept of the solution as well as in the design, with wireframes, mockups, documentation and research.
While designing the product, we were also given the task of pushing our design system and iterating on it. This involved conducting research for components and conducting usability tests within the company.
The problem
The store and call center operators were tasked with navigating highly complex workflows involving numerous steps and processes. This created a steep learning curve and made their job more time-consuming and challenging.
Additionally, in a fast-paced store or call center environment where direct communication with customers is crucial, time management is of utmost importance.
Our goals
We identified the following high-level goals:
Streamlining the workflows for store and call center operators can significantly reduce their workload and increase efficiency. By simplifying and consolidating the processes, operators can navigate through fewer flows and complete their tasks more quickly and accurately;
Minimize the use of steppers and wizards wherever feasible;
Allow operators to navigate through services, equipment, add-ons, accessories, and other components freely and efficiently, without any constraints or restrictions;
We aimed to make the product more technically efficient and easier to implement than its predecessors, so that our customers could benefit from its features with minimal effort and resources.
Design process
As we embarked on the journey of enhancing our products, we possessed a clear vision of our starting point and desired destination. Our primary objective was to identify the most effective approach to improvement. Our focus centered around reducing the reliance on lengthy wizards and minimizing the complexity of user flows. To achieve this, we discovered a non-linear method of presenting flows to our users, granting them the freedom to seamlessly navigate through various plan and product options without the need to cancel requests or start from scratch.
To streamline and optimize the user experience, we initiated a thorough analysis of the existing flows. Our goal was to identify areas that could be simplified, modified, or even eliminated altogether. This process enabled us to distill the essential elements, removing any unnecessary "fluff" that hindered the user journey.
Equipped with these insights, we embarked on designing and developing a scalable tool that could handle expanding demands without compromising its stability or manageability. This scalability ensured that our solution could accommodate future growth and evolving user needs without the risk of breaking or becoming overly complex to handle.
By adopting this iterative approach and focusing on streamlining user flows, we successfully transformed the product experience, delivering a seamless and efficient journey for our users. This initiative not only simplified processes but also eliminated friction points, allowing users to make more informed decisions and navigate the system effortlessly.
Results and Impact
The improvements we made were significant, not just in terms of visual design and usability, but also in comparison to the previous bulky systems we had been accustomed to using. This new product was visually appealing, user-friendly, and technologically streamlined, making it easy and fast to implement.
This change enabled us to have a product that could attract new customers and streamline the deployment process, making it much faster and more efficient than before.