Case Studies
Redefining New Customer Lifecycle Management Product Line
This case study is about our esteemed client who is a full stack digital Business Support Systems (BSS) provider. They offer a Digital BSS Suite that comprises of complete set of products for telecom providers (e.g. Digital onboarding of customers, Comprehensive digital operations, Real time billing, Digital care amongst many).
Challenge
The primary goal of the product was to make the product more user friendly, scalable and to create developer friendly experience pattern.
Customer lifecycle management is an integral part of the Digital BSS Suite. There was an immediate need to clean-up the information architecture of the product, offer better experience templates and scale up the user experience to accommodate future growth of the product portfolio.
Project Approach
From definition to delivery
Understanding the existing user flows
We mapped the existing user flow for the application with multiple actors and their specific roles in the user journey.
Understanding the actors in current user journey
Understanding the user journey of each actor
Mapping Roles and Module Map
Information Architecture
It is designed to organise and categorise information in order to improve usability, findability, and enhance the overall user experience within the system. Individual Information flow is analysed to get a detailed overview of system usability.
CLF Information Architecture
Information Architecture – Admin
Information Architecture – On bound Agent
Information Architecture – Out bound Agent
Information Architecture – Front-line Team Lead
Information Architecture – Management
Layout and Navigation
Through the creation of layout and navigation plan, we intend to understand how flow of information architecture can be visualised in the UI.
Wireframes
Wireframes were created to provide stakeholders with a foundational structure of the design and to receive feedback on it before proceeding to the visual design phase.
Wireframe – Admin Dashboard
Wireframe – User Management
Wireframe – New User
Wireframe – Survey Management
Wireframe – Add New Question
Wireframe – Add New Questionnaire
Wireframe – Questionnaire Preview
Wireframe – Survey Feedback
Wireframe – Mass Assignment
Visual Design
A high-fidelity prototype was developed for each flow, incorporating the brand colour palette and considering usability factors. This prototype provides a convenient way for all users to learn and engage with the product.
