A B2B digital solution for wireless providers

The Team

Heath Carranza - Lead Designer

Edwin Goon- Lead Developer

Project Details

Length of Project - 4 weeks

Goal - Design a suitable order flow for a white label product that will be used by end users.

Me - UX Designer II

Understanding

& Research

My first step is always to gather information that may help me understand the problem from a high level.

Overview

CSG currently provides white labeled products as a turn key solution for streaming content and subscription management.

It provides Business Support Systems software and services, primarily to the telecommunications industry.

Opportunity

CSG can leverage their current technology in order to expand their offerings to consumer facing platforms.

Interviews

Interview types includes stakeholders, clients, operational people, and architects that can  help me understand the business goals for the new platform and what kind of resources CSG and Aviture can devote to the project.

WHAT PEOPLE SAY

We need to give smaller businesses an a class platform for their clients without breaking the bank.

This platforms should be able to stand up to the major wireless providers

We would like to start taking on more consumer facing products that can help our clients better round out their products and expand their offerings.

Comparative Analysis

We looked at the top wireless providers sites as well as related fields such as cable and identify pattern commonalities for the following.
 
Use this for apples to apples comparisons:
  
  • Data Dense Screens​
  • Data Entry
  • Complex workflows
  • Dashboards
  • Responsive Patterns
  • Color Application
  • User Help

Insight 1

CSG's main opportunity is to provide their clients with an end user interface that reflects their current customer service rep (CSR) software. 

Insight 2

Simplicity is key.

 

Flows, forms, color, and styles need to all be configurable to fit the needs of multiple brand styles as well as business needs.

Insight 3

Learning the eventual goal to offer an Android and IOS native app. The design team will need to keep that in mind when moving forward with the web based version.

Synthesizing 

Looking at wireless customers broadly is important due to the white labeled nature of the product. So when looking at end users we had to look at a wide scope of users and cases.

Personas

We identified five high level persona groups that could interactive with this product. However, for this iteration we are focusing on the residential consumer because it would have the largest impact and be a great pairing for existing CSG wireless clients.

Design Direction

Solutions should be broad enough to fit most of CSG's wireless customers while still providing a current on trend platform for residential wireless and internet customers.

Journey Map

In the journey map depicts how users locate and interact with the product and how it can fulfill business goals

User Workflow

In this example we show how users might move through ordering a new device. It also depicts the initial thoughts for particular screens and what features and information need to be displayed.

Brainstorming

Quick sketches using pen and paper done in a group with stake holders, designers, and developers

Wireframing

Responsive Behavior

Conclusion 

The order flow mimics much of the current data that is being displayed by the CSR system.
The layout are flexible enough to support multiple styling and customer configurations. This was achieved by keeping options and styling simple.

Next Steps

The next step for us would be to prototype our product and put it up against a major wireless provider and see how our product compares.