Telus Digital is a customer experience innovator that designs, builds & delivers next-gen digital solutions for global and disruptive brands.
Location: Finland
Date: 2023
The AI platform provides services for internal teams on areas such as sourcing, productivity, evaluation, etc. It also handles a community of people who perform tasks such as translation, annotation, transcription, etc.
Initially, project creation and management were handled independently across different areas of the platform, resulting in fragmented workflows and inconsistent user experiences. To address this, I led a restructuring initiative that unified project creation and management into a centralized system. This approach streamlined processes, provided a single source for managing projects across the platform, and ensured consistency and efficiency for users. The restructuring not only simplified the user experience but also improved overall platform cohesion.
RESEARCH
At the beginning of my research, I conducted user interviews to gain insights into their previous experiences with project creation. I asked them to share their challenges, pain points, and what worked well in the existing setup. Additionally, I explored their expectations and aspirations for the new design for project setup and management. These conversations provided invaluable feedback, shaping the foundation of the redesign process and ensuring that the new solution addressed user needs effectively.
WIREFRAMING
I started the design process by creating wireframes for the Minimum Viable Product (MVP), focusing on the core functionalities and user flows. After several iterations and collaborative sessions with product managers, I refined the design, incorporating feedback and aligning it with product goals. Once the key aspects were finalized, I proceeded to prototyping, bringing the design to life and enabling a more interactive and tangible representation of the final product.
PROTOTYPING
I created prototypes based on multiple iterations and feedback, ensuring the design addressed key user needs and aligned with project goals. The prototype was designed to cover all basic scenarios while remaining flexible and scalable to accommodate future enhancements. Once finalized, I shared the prototype with developers and product managers, facilitating collaboration and providing a clear framework for the creation of the MVP.
TESTING
Testing was an integral part of the design process. Midway through, I shared the prototype with internal users to gather feedback, which was overwhelmingly positive and helped validate the design direction. After implementing necessary refinements, I conducted a final round of testing upon the release of the MVP. This involved in-depth interviews with 5-6 users to assess the functionality and user experience, ensuring the solution met their needs and expectations.
During the project, I gained several key learnings: I conducted user research with a diverse range of users, which provided valuable insights into their needs and expectations. I discovered that the scope of the project was broader than initially anticipated, requiring adjustments to accommodate additional requirements. Additionally, I learned that the concept of a Minimum Viable Product (MVP) can evolve during the process, often adapting to feedback and unforeseen challenges to better align with user and business goals.
The next steps for the project setup involve expanding the number of available settings to align with the platform’s growth and evolving needs. New initiatives, such as implementing biometric authentication and refactoring rate cards for payments, are already underway. These updates aim to enhance functionality, improve user experience, and ensure the platform remains adaptable to future requirements