Goal and Objective
Design a platform to simplify collaboration between fibre network operators and business team.
This B2B product was designed with the primary goal of enabling the effortless creation and deployment of customizable "offer" packages across multiple environments with a single click. The solution’s goal was to not only save time but also enhance transparency and foster integrated workflows, ensuring efficiency and consistency in operations.
Thematic Analysis
I used Thematic Analysis process to analyse all the qualitative data i gathered from the stakeholder interviews. I then organized the collected data into actionable "nuggets," which were then categorised into key themes such as KPIs, Challenges, Competition, and Desired Features
This approach helped me identify user needs and feature opportunities, ensuring the design aligned with both user expectations and business goals.
Story Boarding
Storyboarding proved essential in building a scenario that offered both a bird's-eye view of the flow and a humanized perspective of the users. This activity became a valuable tool for collaboration throughout the project, providing clarity and fostering alignment.
It also highlighted the critical correlation between Project creation, configuration, and deployment, ensuring these elements were seamlessly integrated into the solution.
Expected Flow
I created the expected flow for the defined MVP features including creating, configuring and managing ‘Projects’ and ‘Packages’. The flow included multiple entry points for package creation, each with a specific context. I focused on designing interactions that clearly illustrated the relationships between projects and packages in the Client Catalog, enabling deployment specialists to work more efficiently—whether independently or collaboratively. This helped validate the design direction with the cross-functional team and PM, aligning everyone and setting clear expectations for the flow.
Deployment
This feature, referred to as the "sexy feature" by a stakeholder, provided a comprehensive, holistic view of all deployment processes.
Contextual Actions: Streamlined actions made it effortless to manage deployment states and monitor progress.
Seamless Continuity: Users could perform related actions without needing to navigate back to the Deploy section, enhancing efficiency.
Easy Rollback and Status Updates: Simplified rollback functionality and clear status information significantly benefited both current and future users, ensuring smoother operations and reduced effort.
The results of the Thematic Analysis guided in creating personas for the users of the application, including Project Manager, Configuration Specialist, and Deployment Specialist. Since the platform required multi-user capabilities, we developed one primary persona and two secondary personas representing the key roles.
B2B: Business Configuration Management for Telco Services
My Role
Timeline
Lead Product Designer
Q2 -Q3 2023
From hand crafted scripts to a seamless workflow to configure and deploy offer changes
Reduced offer configuration time
Reduced customer training time
Code loading time saved
80%
96%
300%
Stakeholder Interview
I interviewed stakeholders from various existing customer accounts, including:
4 Project Managers
4 Configuration Specialists
4 Deployment Specialists
This process provided insights into their perspective on existing challenges and gaps in the current process. These discussions also helped uncover pain points, understand their needs, and clarify expectations.
Desired Features
Design Solution
Dashboard
A concise project overview displaying deployed packages and active users.
Clear entry points for primary tasks to ensure quick access.
A simple toggle to switch perspectives between Project and Environment views.
Simplified access to related actions for projects.
Dashboard
Create Project
Configure Project
Create Package
Deploy Package
Create Project
Non-Linear, Flexible, and Fluid Pathways logically ordered steps for Project creation that are still flexible for the user to be able to jump from one step to the other.
Multi users with different configuration expertise may access different project areas.
A process that may take a few months and steps are being enhanced in parallel has clarity at any point.
We went through multiple design iterations and working sessions with stakeholders to finalize a version that met both technical feasibility and usability standards. This collaborative effort was instrumental in ensuring the success of the project.
One particular challenge I’d like to highlight involved the flows for "Create Project" and "View Project." Initially, these two paths ran in parallel, but during development, we realized that unifying their behavior would significantly reduce the development effort while maintaining a seamless user experience. From a UX standpoint, aligning the two paths made sense as their functionalities were fundamentally similar.
The next part of the flow, "Create Package," presented another challenge. It could be initiated either from the "Create Project" entry point or the "View Project" entry point. After exploring several approaches, we decided to consolidate the experience into a single, unified flow. No matter where the user initiated the "Create Package" action, the system would pick up the appropriate context, and every experience would begin in a pop-up, ensuring consistency and a smooth user journey.
This solution not only streamlined the process but also optimized both the user experience and development effort.
Iterations
Want to connect?
I’m currently looking for new opportunities in lead design roles. If you’re in Pune I’d love to grab a cup of coffee, or we can jump on a call any time.
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Business Need Analysis
KPIs
Challenges
Desired Features
Lack of flexibility to migrate specific configurations, like a single offer or price plan, between environments posed a key challenge
Limited visibility on progress and ownership due to varied expertise accessing different areas.
Deployment status scattered across platforms making tracking time-consuming.
Operate and manage all the configuration deployments for Telco service providers.
Time to publish
To ensure transparency, accountability and informed decision making
Minimize multiple configurations
Level of adoption
Effort saving
Revert without recreate
Minimal manual process
Minimize configuration
Task Analysis
Given the complexity of the flow involving multiple user profiles I started off by collaborating closely with cross-functional teams, including product managers, engineers, and stakeholders. I reviewed the functional requirements document and engaged in discussions with various stakeholders to gather insights. I then drafted an initial flow to map my understanding of the requirements. This flow was then presented to the the entire team of stakeholders validate the understanding and refine the requirements collaboratively. Through iterative feedback and corrections, this process provided clarity and direction, setting a solid foundation for the next steps in the design journey.
The approach centres around the concepts of ‘Projects’, ‘Releases’ and ‘Environments’. It deals with relationships between these entities