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:
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Data Dense Screens
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Data Entry
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Complex workflows
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Dashboards
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Responsive Patterns
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Color Application
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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
