I decreased the cost
of call desk by
refreshing a
self service dashboard
EE sell to consumer, small business and large organisations. eSIM’s rise meant a change in shipping, activation and management.
The fleet management tool was not ready for eSIM. The platform was clunky and deterred the customers. It triggered a high pressure on call desk.
the brief
Development brief
My task was to engage large organisations to manage their eSIM pool with a self-service dashboard. It aimed at reducing call desk costs and simplify all eSIM operations.
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The project required close collaboration with a third-party organisation that would build the product based on my design. I had to maintain the general layout to keep costs in check, introduce bulk operations, and work with limited resources.
the challenge
The challenge
The external agency –that owned the platform– was adamant about not changing the general layout. My first evaluation of the project taught me that the platform had issues with onboarding users and allowing daily operations. The information architecture was poor. It also lacked EE branding, Part of the challenge was a lack of access to proper research.
the process
The process
Working within a three-organisation project, I defined the process. I ensured that I gathered all the information and data I needed and created open channels of communication. I also made sure that the stakeholders were always aware of the project status and were able to respond promptly to any questions.
research and design
From pain points to IA
Implementing eSIM is not straightforward. At first, EE needed to manual activate the eSIM, leading to delays. Later, eSIM activation was fully automated raising significant security challenges and it required robust processes. Managing eSIMs became the focus.
I mapped the requirements to the existing dashboard. I pushed back on the information architecture by logically grouping related features. I demonstrated the need by creating a user flow to demonstrate the financial impact.
design and evaluation
I didn't have ressources for a proper discovery phase, so I managed to conduct soft testing. I recruited colleagues who had never seen or used the application before.
I figured the usability challenges of the current platform and identified areas for improvements. I retrieved component from EE retail libraries and I adapted them to fit the existing dashboard.
Success and learning
While I can't share specific numbers due to trade secrets, I can say that the stakeholders were pleased with my work. Several large customers expressed interest, meeting EE's objectives.
With this project, I enhanced my skills in managing design resources and ensuring the dashboard was intuitive. This experience taught me to prioritise effectively and adapt to project limitations.
