Account & billing management software
Rogers, a leading telecom company, builds software for the sales reps and store managers at Rogers and Fido locations. They use it to help customers with their requests during in-person and on-call interactions.
My focus: reworking the Credit Account flow for both brands, Rogers and Fido. That meant designing across two design systems and keeping them in step.
Year
2020
Timeline
1 month
Tools
Sketch,Figma,InVision
My role
UX/UI Designer,Design System
DesignerTeam
UX/UI Designers (2),Design Manager
Redesigned account credit flow
Problem statement
Challenges
- 1990s Windows software with poor UX and UI
- Very poor system performance
Business
problems
- Sales reps and store managers switched between several applications, in a confusing flow
- Long waits — 20–30 minute queues — and negative feedback from employees and customers
Design
goals
Complete the Credit Account flow without switching systems
Cut the time the flow takes
Cut the number of clicks
Update the UI and UX to Rogers and Fido brand guidelines
Process & solution
Legacy flow
I mapped the old Credit Account flow screen by screen, across every app it touched. Each sticky note is a problem I found along the way.
Process
Requirements gathering
- Interviewing stakeholders
- Gathering data from the customer support center
- Looking at the flow’s analytics
- Looking at competitors and analogs
Iterative design & prototyping
- Sorting the feedback and requirements
- Finding the problem areas in the current flow
- Setting the design goals
Guerrilla user testing
- Building the current flow (mobile first)
- Mapping findings and issues on the current flow
- Designing wireframes
- Writing new copy
- Creating UI animation
- Creating the web version once mobile was confirmed
Finalizing & documentation
- Finalizing the UI
- Updating the design library
- Writing the design documentation
- Design QA
Collect feedback, iterate
Achievements
Key result
Time to complete a credit request
10 minto2 min
One streamlined tool, built into the existing customer software.
Fewer clicks to complete a request.
An updated UI and UX that follows the Rogers and Fido brand guidelines.
An interface that works on tablets and mobile too.
