CRM system for British mobile network redesign
The EE CRM is based on old Amdocs legacy program. This project is set to redesign the system for better user experience so support agents will navigate through it easier. This case study shows some of the features I’ve worked on.
Challenge
Redesigning legacy system without changing any backend - all the change is related to UX/UI; should be scannable and prevent users from making mistakes.
My role
Getting the requirements from the product managers and clients; presenting to the various stakeholders both from Amdocs and EE; getting feedback from support agents.
Process
Research, wireframes, design and developments reviews.
Port In /Out Flow
“Porting” a number means taking a phone number from one Telco provider and transferring it to another. In that case, the losing carrier would be porting the number out. The gaining carrier would be porting the number in.
User flow
Wireframes
UI DESIGN
Redesign
Legacy
General layout
1. In the legacy screens CTNs are being displayed in a modal window - adding a full view for scannability and accessibility.
2. Adding search bar so the support agent can search for a specific CTN.
3. Showing number of CTNs per page.
4. Moving "Status" to the relevant page as the agents view it in a different setting so here it's redundant.
Redesign
Redesign
Adding error states
The legacy system doesn't include error prevention which leads to longer workflow and unsatisfied customers due to human errors:
1. Showing error states if the information is wrong.
2. Preview of selected numbers.
3. Error modals when submitting.
Legacy
Status page
1.Filtering by status and searching for a relevant CTN.
2. Using expand/collapse on the table so it's more scannable and makes it easier to search for a relevant CTN.
3. Improving hierarchy.
Redesign
Results & feedback
The proper usability testing wasn't part of the package per client request but after the system was review by support agents and their managers they reported:
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lower mistake rate
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reducing ticket time
© 2024 by Daria Landa