Detailed deashboard with costs and invoices, one of the most Important parts of the A1 B2B platform.
Role
UX Designer
Year(s)
2019-2020
Duties
Requirements gathering
UX & UI design
User testing
Design system initiation
Workshop facilitation
Vision Wireframes
Project scope
A1 Telekom Austria, the leading telecommunications provider in Austria, sought to create a one-stop-shop portal for business customers, ranging from small family-owned businesses to large, multi-location corporations. The platform aimed to digitize a highly customised process: until then, customers depended on A1 sales representatives to create tailor-made solutions and provide support for various issues. The platform we were to design, aimed to allow users to manage issues, purchases, upgrades, and access product data in one place, reducing reliance on sales representatives.
At Digital Beratung, I joined a cross-functional team comprising the agency's UX designers and A1 remote developers and stakeholders to deliver this transformation.
When A1 Business customers logged in, they saw the Dashboard.
Research Plan
Along with my colleagues, I designed the workshop protocol and helped in workshop facilitation. Participants were customer service teams and stakeholders who were invited to discuss and even sketch their ideas, pain points and insights about end-users. Our research illuminated key customer pain points, including difficulty understanding costs and invoices and lack of organised support guides in case of a service need (eg. repair, unexpected access line failure).
Key Design Initiatives
I designed the Product & Services Dashboard, that included Products and Services offered, tickets, maintenance events, etc. To further balance business goals and user needs, I added "Savings and Optimization Tips" and a subtle, dismissible advertising module, ensuring that upselling opportunities were presented organically without compromising the user-focus.
To demonstrate the future potential of the My A1 Business portal, I designed a desktop-first Invoices overview specifically for technical administrators managing company accounts. The concept prioritized highlighting overdue invoices for immediate action, introduced intuitive filtering for contract and customer numbers, and incorporated interactive data visualizations to help users easily break down and understand invoice costs. These Vision Wireframes, became a point of discussion regarding future directions and helped the project lead secure continued funding.
Recognizing growing visual and structural inconsistencies across the expanding platform, I attempted to convince Digital Beratung first that we needed to initiate the discussion for an A1 Business Design System. It was a difficult feat because there were many A1 products and product managers and coordination was difficult, especially since we were an external partner. In order to convince A1 for this case, I studied and presented long-term benefits of Design Systems (back in 2019, Design Systems were not an obvious win) and I conducted a detailed UI audit to showcase the inconsistencies. This initiative, even though found initial resistance, it was later approved and generated income, at least for my host agency, Digital Beratung. I was then glad to participate in the subsequent first meetings for Design Alignment that followed, before I left.