Prakasam Mathaiyan - UX, UI designer

An application to enable Desk Advisors, CP and Reseller desk agents to easily see the progress being made to deliver their jobs.

Services
User research
User experience
Visual guidelines
UI design
Front End development
User testing

HUD or Head Up Display is an application to enable Internal agents, CP and Reseller desk agents to easily see the progress being made to deliver their L2C jobs, without switching to multiple applications which was the case earlier.

Problem
statement

Inadequate systems and data along with ineffective operating models users are causing a number of internal impacts and a poor experience for our customers.

Too many systems (up to 27)
Archaic UI
Incomplete / Broken Customer Journey
Inconsistent data across platforms
Untimely data
Wasted Engineer visits

Existing
system

The existing portal was slow & dated
Users were finding it difficult to locate the information
It was not easy-to-use, had multiple scrolls
Information was spread across various systems, there was no single place to find what they wanted
Manual entries were on the rise

The
Process

Discover

Understood business and stakeholder goals
Review of existing systems and processes
User interviews & observe users at work
Workshops with users to identify pain points
Documented list of requirements

Define

Here we have defined user roles, flow of information to user groups and information architecture for all the user groups

Design

To bring out better User experience we continuously involved users to test our designs. Since it's an Agile approach we involved our uses to getting inputs and comments in every sprint