Project Overview
Goal: Redesign the telecommunication headquarter’s online platform by creating a unified website that would manage all city branches under a single system. With nearly 20 million active users, the company—one of the top three IT providers in the country—needed a scalable, centralized portal where customers could seamlessly access and manage their services, including home internet bills, phone bills, and other subscriptions.
Outcome: We delivered a consolidated, user-friendly portal that replaced multiple fragmented city-based websites. The new user profile page provided a personalized experience, allowing customers to efficiently manage their accounts in one place. The final UX documentation guided the development team in implementing the new system.
The Challenge
Previously, each city branch had its own separate website, leading to inconsistencies in user experience, service access issues, and difficulties in account management. Customers had to navigate different platforms based on their city, making it frustrating to access their information and services.
The key challenge was to design a unified platform that would:
- Support millions of users across different cities.
- Provide a seamless experience while maintaining localized services for each branch.
- Ensure a scalable and efficient system that could handle high traffic and complex service structures.
My Role & Process
As a UI/UX consultant in a five-person team, I was responsible for:
- User Research & Competitive Analysis – Conducted online and in-person interviews to understand user behavior across different cities and analyze industry best practices.
- User Personas & Journey Mapping – Developed detailed user flows to ensure smooth navigation for users managing their accounts.
- Mockups & Prototyping – Designed a unified user profile page and service dashboards, ensuring consistency across all branches.
- Usability Testing & Iteration – Ran multiple rounds of testing to refine the experience and address user pain points.
- Design System & UI Guidelines – Created a scalable design system to maintain visual and functional consistency across the portal.
- Client Collaboration – Conducted bi-weekly meetings to align design decisions with business goals and technical constraints.
- Quality Assurance & Supervision – Worked closely with developers to ensure UX integrity during implementation.
- Final Documentation – Delivered a comprehensive UX report with research insights, competitive analysis, and high-fidelity designs for the unified portal and user profile page.
The Solution
We designed a single, centralized portal that allowed users from any city branch to access their accounts under one unified system. The new user profile page provided:
- A personalized dashboard for managing bills, service subscriptions, and usage.
- A seamless login system that identified users’ locations and provided relevant services for their city.
- A consistent design across all cities while allowing for localized content where needed.
Key Takeaways
- A unified system improves efficiency. Users no longer had to navigate different websites based on their city.
- Personalization enhances user satisfaction. The user profile dashboard provided quick and easy access to essential services.
- Scalability is critical for nationwide services. The platform was designed to handle millions of users while maintaining a smooth experience.