01 — The Challenge
A back-office stitched together from too many tools
The business-admin team at a major telecom operator was running day-to-day operations across half a dozen disconnected internal apps. Operators were context-switching constantly and reconciling data by hand.
The brief was to design a single admin app that surfaced the right work at the right time, gave operators a complete view of a business customer, and made high-frequency tasks fast.
"By the time I've opened the four tabs I need to answer one ticket, the customer has already called back."
01
Fragmented Customer View
Customer data lived across provisioning, billing and CRM with no unified profile.
02
High-Volume Work
Hundreds of cases per day with no shared queue, no prioritisation cues.
03
Rigid, Form-Heavy Flows
Routine actions required deep, validation-heavy forms.
04
No Design System
Each legacy module had drifted visually — buttons, tables and modals all subtly different.
02 — Strategy
Anchor on the operator's actual day
I built the new admin app around the operator's working day — the moments they switch context, the data they need at hand, and the decisions they actually have to make.
18
Operator Sessions
5
Workshops
2
Usability Rounds
~6mo
Timeline
01
Field Research & Job Shadowing
Shadowed operators in their actual work sessions — what they opened first, where they got stuck.
02
IA & Flow Mapping
Rebuilt the IA around three primary destinations: Work Queue, Business Customer view, Reports.
03
Lo-fi Wireframes & Ideation
Sketched multiple directions for the dashboard, queue and customer detail screens.
04
Hi-fi UI & Component System
A lightweight Figma library — tables, filters, status pills, side panels — used to compose every screen.
05
Prototype, Test, Iterate
Two rounds of usability testing on the most common flows, then clean engineering handoff.
