Prakasam

Heads-Up Display

One view application for Desk Advisors

A Telecommunication industry workflow management application. This app provides Desk Advisors, Communication Providers, and Reseller desk agents with a centralized view of job progress, streamlining order fulfillment and customer service.

HUD or Head Up Display is an application to enable Internal agents, CP and Reseller desk agents to easily see the progress being made to deliver their L2C jobs, without switching to multiple applications which was the case earlier.

My Role

I led the Product Design strategy, User Experience, DesignOps and Delivery of the design, collaborating with Product Management, UI/UX Design, User Research, Service Design and Engineering Teams.

  • User Research
  • User Experience
  • Visual Guidelines
  • UI Design
  • User Testing

Understanding the Core Values

Conducted in-depth discussions with the founders to identify their vision, mission, and goals for the brand. Researched the target audience, industry landscape, and competitors to align branding with market needs and differentiation. Collaborated with stakeholders to develop a cohesive brand strategy that reflected the company’s core values and unique identity.

Problem statement

The current systems and processes are hindering our ability to deliver a seamless customer experience. This is due to a combination of factors:

  • Fragmented Technology: We rely on a complex landscape of up to 27 applications, making it difficult for customers to navigate and for employees to provide efficient service.
  • Outdated Interfaces: Many of our user interfaces are outdated, creating frustration for customers who may find them clunky or difficult to use.
  • Disrupted Customer Journey: The customer journey is currently incomplete or broken in some areas, leading to disjointed experiences for our customers.
  • Inaccurate and Inconsistent Data: Data inconsistency across different platforms creates confusion and delays for both customers and employees. Additionally, data may not be updated promptly, hindering user's ability to provide the best possible service.
  • Unnecessary Resource Allocation: Due to the above issues, engineers may be required to make unnecessary site visits to resolve problems that could be addressed through a more streamlined system.
Impacts
Internal User External User
Increased Costs
  • Ineffective Handling Time
  • Avoidable Inbound contacts
  • Added internal consults
  • Non Value Engineer Visits
Employee Satisfaction
  • Poor User Experience
  • Agent frustration
Ineffective Operating Model
  • Misaligned working practices
  • Reduced Order fulfilment potential
Effort
  • Additional contacts chasing updates
  • Increased handling times
Service
  • Prolonged e2e provision time
  • Missed commitments
Experience
  • Inconsistent Updates
  • Incorrect information provided
  • Not kept informed with latest updates

Existing system

The existing system is outdated and sluggish, making it difficult for users to find the information they need.

  • Limited searchability: Locating specific information is a challenge.
  • Clunky interface: Excessive scrolling hinders a smooth user experience.
  • Fragmented data: Information is scattered across different systems, forcing users to jump through hoops.
  • Manual burden: The reliance on manual data entry is inefficient and prone to errors.
Screenshot of existing application

The Process

Discover

  • Understanding User Needs & Business Goals: This combines understanding business goals with stakeholder needs, emphasizing a user-centric approach.
  • Inventory of Existing Solutions: Replaces "review" with "inventory" to suggest a more comprehensive analysis.
  • User Research: Combines interviews and observation for a broader picture of user behavior.
  • Collaborative Pain Point Identification: "Workshops" reframed to highlight user collaboration in identifying pain points.
  • Prioritized Feature List: "Documented list of requirements" is rephrased to suggest a focus on features that address user needs and business goals.
Here are some photos from the workshops I've conducted in Bangalore, London, and Leeds

Define

Here we have defined user roles, flow of information to user groups and information architecture for all the user groups.

Design

To bring out better User experience we continuously involved users to test our designs. Since it's an Agile approach we involved our uses to getting inputs and comments in every sprint

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