Telus Digital is a customer experience innovator that designs, builds & delivers next-gen digital solutions for global and disruptive brands.
Location: Finland
Date: 2024
The Community Management Platform was initially designed with a focus on desktop users, prioritizing features and layouts optimized for larger screens. However, user analytics revealed that the majority of our audience accessed the platform from mobile devices. In response, we undertook a redesign to prioritize a mobile-first approach. This included rethinking navigation, simplifying interfaces, and ensuring responsive layouts that delivered a seamless user experience on smaller screens.
RESEARCH
During my research, I discovered that the majority of our users access the platform from mobile devices, with mobile phones being the primary choice. This insight highlighted the importance of optimizing the user experience for mobile use. To address this, I focused on the specific use cases associated with mobile access.
I also got valuable data on screen sizes, dipslay resolutions, operations systems and amount of users accessing through mobile devices.
I started doing some benchmarking, investigating how other similar platforms are designing their mobile-view pages.
WIREFRAMING AND PROTOTYPING
I developed detailed wireframes and prototypes tailored to enhance the mobile experience, ensuring that our platform meets the needs of our users effectively and intuitively.
I had different proposals for the prototype. The most challenging parts for the mobile version was to adapt the existing navigation and other UI elements that were used in the desktop version. I had to create new UI components to embrace a seamless experience, specially on navigation, data tables and input fields.
I implemented a grid system to optimize the layout and accommodate content seamlessly for mobile devices. This approach allowed for flexible and responsive design, ensuring that elements adapt intuitively to various screen sizes. By leveraging the grid system, I was able to create a clean and organized structure that enhances usability and delivers a consistent user experience across devices.
The new design for the mobile view successfully addressed key usability issues, providing a seamless and intuitive experience for users. By simplifying navigation and optimizing functionality for smaller screens, the redesign significantly improved the overall user experience. Users can now interact with the platform more efficiently and effectively, enhancing satisfaction and engagement.
During this project I’ve learnt that having a mobile-first approach is critical for any type of application, specially when end-users are external users. I also learned to identify UI components that are mobile-friendly in terms of accessibility and display.
Currently the platform is experiencing some structural changes and there might be a mobile application for external users in the near future.