UX Design • Web Design • User tests • Interviews • Hosting services • Order tracking
date. March - December ‘18
scope. User experience design to help internal processes of Finnish telecommunications company Elisa
team. Started with 2 Service design trainees as explorers and concept creators, where a Catalog expert from the provider unit guided us. As the project evolved, 2 developers and a Product Owner joined our team.
outcome. A User Portal, which is now in use as an internal tool. Please contact me if you’d like to discuss my work in details.
Problem Area
The hosting provider unit was having trouble tackling the requests and decided to involve designers to tackle the problem domain in a user-centric way. The journey started with an initial user study targeting end-users. Then, we continued conducting interviews with both end-users and specialists in the provider unit to understand both sides of the problem domain, which led to understanding the actual pain points and the big picture of the problem domain.
What is discovered?
Hosting services provider had communication and image issues with its customers; due to
Unclear offerings,
Having several non-dedicated means of ordering,
Receiving incomplete orders,
Providing no visibility to order progress, and
Priorities depending on personal contacts.
These led to
A confusing journey for end-users
Legwork for provider specialists to figure out necessary specs of orders
Untrustworthy image of provider — boosting the silos within the company
Our Approach & Journey
We kept building on top of the initial user study by meeting more end-users and stakeholders and communicating through prototypes. This phase ended up in creating a prototype of a Feature-rich version of the portal, which pictured what is needed and desired by both parties.
Once we had the vision shaped, we began to work with real data and realize what big of a knowledge gap there is between the provider and users. This led us to conduct user tests and coming up with new ways of easing the information-seeking process.
Solution
“All we need is transparency”
A portal as the first & only contact point for customers, which provides
Clear means of ordering via dedicated forms, prefixed options, and replicating what users already own
Order tracking
Support for resolving issues and finding out missing information
Further information on provider offerings and workflows
