A digital transformation project for an enterprise software company entering the SaaS market with a self-serve CPQ experience for network products came with many obstacles.

To comply with my confidentiality agreement I have omitted and appropriated confidential information.
Industry
Layer 3 Networking Telecom: CPQ
My Role
Lead UI/UX Architect and Designer
Location
Denver, CO
Team
20+

I have many years of layer 2 and 3 telecom knowledge. For a UX person, this is rare. For this project, I worked in a consultant capacity. As a result, I had the unique ability to translate the complexity of network telecom into a self-serve CPQ (configure, price, quote) feature to integrate with Salesforce.

The Challenge

Working with a company that built additive and native components to extend Salesforce's abilities, the challenge was explaining that their current telecom solution was not suited for a layer 2/3 telecom company.

The Process

First I had to familiarize myself with Salesforce's hierarchy of data and its relationship to the third-party company's architecture. Changing the structure of either app was not an option. Having a thorough knowledge of both companies' architecture was a must to work within the parameters of this project. I honestly was the Rosetta Stone for the companies and the product.

Because I had in-depth knowledge of telecom networking products, I was able to circumvent the architecture of both companies' products to fit the unique structure and agnostic hierarchy of IP-VPN products. 

To better understand what we needed to build, we listed our enablers and inhibitors of the experience.  This approach was so new and innovative for the client; we took a Lean UX approach and decided to do series of wireframes to sketch out concepts and get immediate feedback from friendly users and stakeholders.

To get the team on board, we layout our plan.

The approach helped narrow down our users. We developed personas based on what we learned from the process.

Example of a persona

We went through several iterations of journey maps to explore the optimal path for the user experience.

Example of a journey map

We determine which product would be best suited for use within this self-serve CPQ initiative. 

IP-VPN networks are too complex for a self-serve CPQ solution without a sales engineer.

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I specialize in business-to-business SaaS CX/UX solutions. Because of this, most of my work is under NDA and cannot be fully viewed by the public. Please get in touch with me directly for details on any project.
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