The Challenge
Telecom order management is operationally complex. It often entails dozens of sub-processes that involve multiple systems, departments, and partner organizations. These complexities are compounded when providers sell to enterprise markets where orders may be highly customized and multifaceted.
“You really made that seem easy!”
Keeping track of orders at the customer level, address A location to Z location, components in an order, and which of the many legacy systems it originates from can be difficult to visualize. There are many pivot points to start an order investigation that overlap with other orders. Those connections need to be obvious to the user to cut down on redundancies and errors.
The Process
Starting with an audit of the existing app, I mimicked a task that a user would perform to get a feel for the application. From this, I created a current state dynamic model to illustrate exactly the process of performing a specific task and overall function of the app.
A dynamic model is a diagram that shows the user's workflow related to the setup of the application.
Once I understood the app, I started with my user interviews. I wanted to capture the experience of the current users. I told them to think of me as their advocate. Let me know what they would like to change, what works well, what they wish would change. I was an impartial observer during this process.
From this research, I acquired a thorough understanding of the app and could begin to recommend and propose a new dynamic model.
The Deliverables
Utilizing existing Bootstrap components that have been customized using CHUI principles, I recommended UI elements for functionality use.
For features that required more detailed UI work, I created mockups with notes and code resources. The development team of this department did not have a front-end developer or anyone with significant experience with CSS. Because I knew they would find it difficult to implement my recommendations, I provided them with an HTML and CSS prototype.
