Three UK

Project statement

The client needed a Digital Corporate Portal to enable businesses with over 50 connections to manage their accounts online. The primary focus was on in-life self-service account management for medium, large, corporate, and public sector customers.

During the “Discovery phase” we had to deliver an MVP of the portal, covering 3 key user journeys:

• Dashboard view at different levels (Corporate - Department/BAN - Line/MSISDN)
• Add new line
• Raise a ticket

Users

Corporate admin:

• Acts as the primary point of contact for day-to-day interactions with service providers
• Manages accounts, including personal information and onboarding/offboarding of user
• Authorizes workflows, such as approving user requests and purchasing on behalf of users, depending on the workflow context
• Generates reports related to billing and out-of-plan charges
• Typically found in larger companies with dedicated IT departments
• In smaller companies, this role may be assumed by the business owner or delegated to a personal assistant

Responsibilities

As a member of the UX team, my responsibilities included:

• Understanding business requirements, brand guidelines, and the design system
• Conducting stakeholder interviews
• Performing competitor analysis
• Defining key journey flows for the MVP
• Designing high-level wireframes with journey walkthroughs
• Creating an interactive prototype
• Presenting designs to the client and collecting/implementing feedback
• Handover all approved wireframes to the UI team

Design process

The project was organized into 4 design sprints, each lasting 2 weeks:

• Weeks 1-2 Understand of business and technical constraints and aspirations
• Weeks 3-4 Prioritize list of features for the MVP, along with an initial assessment of effort
• Weeks 5-6 Define target user journeys and design first draft of the B2B portal
• Weeks 7-8 Finalize work package for the MVP with defined product backlog

At the end of each sprint, we conducted a meeting with the client to share our progress and gather feedback for implementation the week after.

Scope and constraints

The scope of the “Discovery Phase” was to assess the current market landscape and analyze competitor offerings to deliver a Digital Corporate Portal that allows Three UK’s clients with over 50 connections to manage their accounts online.

In a large project like this, numerous stakeholders and teams are involved, making it challenging to stay updated on all changes, from UX research to the technologies involved.

Managing client expectations was quite difficult at the beginning. Considering the nature of the “Discovery Phase”, client expected us to explore solutions for different user journeys but we did not have clearly defined them, spreading precious time and efforts. After the first two sprints, we clearly defined the features and user journeys to be finalized and this allowed us to proceed with our work more smoothly and maintain an efficient workflow.