One of North America's largest telecommunications companies sought to expand globally by acquiring an international service provider. This expansion was focused on their business services, necessitating seamless integration between domestic and international operations.
The Opportunity
Project managers on the domestic side and those on the international side used separate systems to fulfill parts of the same order, resulting in a lack of visibility and communication.
This disconnect caused delays, unannounced site visits, and frustrated customers who saw the company as a single entity but experienced disjointed service.
The opportunity was to create a unified system that would enhance coordination and customer satisfaction.
The Solution
I designed a platform that unifies data from both domestic and international operations, providing project managers with comprehensive visibility into the entire order process.
This solution allows project managers to track progress, identify risks, and prioritize tasks, ensuring smoother operations and improved customer experience.
Discovery
Discovery is a critical phase that involves thorough research to gain insights that directly inform the design process. In this project:
Data Analysis
Collaborated with a lead researcher to analyze existing data and distill key insights.
Interviews
Conducted stakeholder and user interviews to identify business requirements and understand the needs of project managers on both teams.
Insight Gathering
Gathered crucial insights that informed the design process, ensuring a strong alignment with both business goals and user needs.
Concept Development
I started by creating wireframes and information architecture that reflected the insights we gathered. Collaborating with stakeholders and team members, we defined the MVP feature set and backlog. I continued to work with the team to fine-tune the concept, making sure it evolved based on ongoing feedback.
Design Evolution
Through constant user validation testing, many aspects of the design evolved to better meet user needs—one of which was the move to a visual timeline.
Initial user testing revealed that raw data points were cumbersome for project managers. Based on this feedback, the design was refined to include a progress timeline that visually represented key dates and stages, making the information more digestible and actionable.
Hi-Fidelity Design
Developed detailed, user-tested interfaces and iterated based on continuous feedback from users and stakeholders. Ensured that the final design met both user needs and business goals.
Single Source of Truth
Consolidated disparate systems into one platform, improving progress tracking, communication, and customer confidence.
Holistic View
Provided a unified view of key order information, facilitating smoother planning and coordination.
Hi-Fidelity Design
Enabled Project Managers to access all critical information in one place, reducing guesswork and streamlining order management.
