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San Francisco, CA 94105

Our work

B2B portal redesign

Industry

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Client

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A quick look

A core redesign of the B2B portal of a telco operator with dominant market standing. Refocusing on ecare and digitization of processes that would normally require a trip to the nearest retail location. The whole customer journey mapping, testing and final design took less than 6 months.

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Our Mission

The goal of the project was to redesign B2B portal with focus on UX in a way to foster increased and recurring usage of it as a self care tool for B2B customers of T-mobile.

Our Approach

We approached the project using an agile methodology with 2-week sprints. We conducted initial research to understand the high level customer journeys and mapped the personas, so that we can accurately model the path for them. That informed the initial low-fidelity prototypes which were tested and iterated upon with the customers resulting in a high definition complex model of the new portal.

Outcomes

  • New customer journeys mapped and personas created
  • High fidelity design based on user research handed over to internal IT for development
  • From clean slate research to development handover in less than 6 months
  • Segment specific (high volume/low volume) journeys created

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