Telco Project

Role: UX Designer

Tools + Methods: Figma, Jira

Deliverables: Prototypes

Hopping on the phone with sales for any Telco is a looming task for most. It's become a notorious and long process, so we're working with this client to change that by making talking to sales a short and productive experience—one that's pleasant for both sales agent and customer. How are we doing that? We improve the time it takes for the agent to put together a proposal, we design a product with performance in mind, and we look at gaps in the process and fill them with new and improved flows.

Full Case Study

The existing platform used by the sales team today does not allow users to replace an offer with another. They instead must remove the offer they want to replace, add a new one, and make the changes to that new offer to match the one they've removed. Sounds complicated, so we developed a "Replace" feature that folds that all into one action. In the new experience, a user has the option to "Replace" an offer as a dedicated action, opening a modal-based flow in which they select a new offer, and can compare the two in a side-by-side view without having to leave the page or re-do the changes they made previously.

Our client has a mix of products and offers—some simple, others not so much—but there are a lot of them. Because of this, we were tasked with looking at these products and how they're built in the back-end, to design a generic framework for how to present them to the user in a clear, performance-friendly way. We evaluated products and use cases, and introduced new patterns that would account for growing complexity, all in a new screen that consolidates all the actions a user may need while attending to a customer.

In Telco, there are a lot of moving parts and dependencies. In order for one thing to work, we need another to be working elsewhere, or equipment to enable services. This can get unruly for our sales users, so we introduced a feature where users have access to that information, and with that, an entry point into any necessary actions they may need to take—like replace maybe?