Telenor Project

Who?

Telenor is a global telecommunications company with its headquarters situated in Oslo, Norway. The ECOM department in Telenor used an Error Management System to manage and solve customers´ complaints and grievances across Norway. They were two types of user groups:

Operations Leader:

Who only wanted to see an overview of daily reported customer grievances in the Error Handling System

Operator:

Those who had more control over the system and managed the cases of customer grievances and solved them, daily. They also wanted to have an overview of the cases reported and different municipalities across Norway.

Why?

Telenor´s almost 20 years old Error Handling System, which they called feilhåndteringsystem or FHS (in Norwegian), was used in the ECOM department. This system collected errors or issues reported by Telenor's customers across Norway.The users- operators and operation leader - who used this software had a lot of usability challenges while using FHS. The system did not match their needs. While using the system they also had to go back and forth a number of times and switched to other systems to complete their daily work process of dealing with customers´ complaints. They wanted to get rid of these sorts of tedious tasks. Instead they wanted to be able to perform all their tasks in one system.

Design Challenge:

To design a user-friendly, optimised Error Management System that was also modern, aligned with Telenor´s brand guidelines at the same time.

How?

The following activities were carried out to achieve the objective:

User-research activites:

• Workshop with customers and stakeholders

• Created user journeys User Stories and task flow sketching

• User testing on lo-fi wireframePrioritisation by user stories

Design:

• Lo-fi and hi-fi prototype

• Delivery to developers

Results:

• Modernization: Uplifted the visual design following Telenor's new brand guidelines.

• Efficiency: Users could find visual dashboard where they could see the customer cases and also interface with relevant features where they could execute day's cases.

• Easy of Use: The users were able to have an overview of cases, and perform a process of carrying out customer cases. Send notifications. Instead of switching to different platforms they could find relevant functionalities and information- all at one place.

Trustful and business standards are one of my professional values and since I have signed a non-disclosure agreement, I won't be able to share my designs.