Germany, 2018
Portal for B2B customers
Role
UX
Platform
Web
Scope
Create a selfcare platform for Enterprise users to view and manage their accounts.
Enterprise portal - Portfolio page
Role
Like the project done for Safaricom, I joined in during ideation phase. I was allocated during a brief period of two months and at an early stage.
I was responsible for the UX along with another designer, and our first task was to write each feature’s customer journey, identifying dependencies that could only be clarified with Vodafone technical teams. Parallel to this we started defining the baseline for the portal navigation. We went from writing customer journeys to do paper prototyping and moved later to high-fidelity prototyping. Each iteration was validated with our client.
This was a very collaborative work, as our design tasks were equally divided.
Customer journey example: SIM swap feature
Functional map of the same SIM swap feature
The Functional maps presented are Celfocus own ‘branded’ deliverables. These are used to describe the full user's journey while mapping every interaction with every system involved. It’s a tool for Analysts.
Paper prototyping - Sim swap
Low fidelity prototype - Mein Portfolio (Accounts list)
Considering that the user would have hundreds of accounts at once, we decided on expandable / collapsable accordions to make it easier for him/her to see details and the associated MSISDNs (mobile phone numbers).
Case study
The goal was to create a Portal to manage enterprise accounts, similar to an end-user’s account when considering the features involved. This portal should allow all enterprise customers to perform all the normal tasks (e.g.: SIM swap, view and manage a portfolio of accounts) but at a larger scale and for more than one at once. We had to rethink the solutions for single operations and transform them into bulk operations.
This was one of the most organized project I was involved in, because all the teams worked under a strict Agile methodology, and tasks were always done on time. Unfortunately, after months of work and a great deal of effort from everyone involved, the development was halted due to changes in the client’s scope.