Process management platform
Overview
Amdocs Techinsights is a robust process management platform designed primarily for managing complex processes in the telecom industry, such as cell site installations and maintenance.
Amdocs is a global leader in software and services for communications, media, and financial services providers. Amdocs serves most of the world's largest telecom operators, including AT&T, Vodafone, Verizon, and Telefónica.
The process
We started with a problem: a previous team conducted extensive research and design but failed to impress key stakeholders, who asked us to start from scratch.
We revisited the interview recordings conducted by the previous team, carried out new interviews with selected users, and held regular sessions with product managers.
We redefined the users’ tasks, goals, and pain points, then redesigned the framework and selected key hero flows.
After completing an iterative process of sketching, wireframing, and UI design, we developed an interactive prototype of the framework and two hero flows.
My role
As a UX researcher and designer, I was one of two UX experts on the project, focusing on research, UX design, and prototyping. We collaborated with a team of talented UI experts who were responsible for the visual design.
User research findings
Aparna, project manager
Aparna oversees overall project activity, ensuring that all tasks are handled correctly.
Her performance is primarily evaluated based on her ability to complete tickets within the planned level of effort (LOE) and timeline.
Tasks
Gather requirements from the customer and create corresponding tickets.
Identify potential problems or risks in project reports.
Track project KPIs, including open tasks, pending issues, and completed items.
Review project and cross-project reports.
Monitor alerts for projects with expired tasks or tickets that exceed SLA deadlines.
Pain points
Relies on external tools, such as Excel, to track project performance.
The current dashboard UI does not provide a high-level project overview.
"It takes 30 clicks and someone's expertise to generate a single report."
"The platform never provides information by default; it's very difficult to find what I need."
Sarah, Engineer
Sarah is a field engineer working on installations and maintenance of cell sites.
Tasks
Preform installations and maintenance tasks.
Handles tasks for 4-5 projects in parallel.
Update, assign and close tickets.
Checks daily tasks through reports on excel.
Pain points
Must use external platforms like Excel and other apps to complete her tasks.
Lacks the ability to update daily status (status may change daily until a ticket is completed).
"I can filter and see the tickets assigned to me, but it's not clear which ones I need to handle."
"There's too much information; I need to apply additional filters to see what's relevant to me."
Design highlights
Main navigation (all users)
We updated the main navigation to better reflect the true information architecture of customers and projects.
Key features
Accurate representation of customers and project Information architecture.
Improved menu expand-collapse mechanism.
New ‘Favorites’ section.
Before
After
Home dashboard (project managers)
We designed the homepage for project managers to address one of the main pain points they raised: the lack of an overview. They wanted to quickly scan the screen and easily identify where they should focus.
Key features
Alerts on overdue tickets and warnings on soon to be overdue tickets.
High-level KPIs and status for all customers and projects.
Quick and direct access to projects that require attention.
Visually appealing UI.
Before
After
Project dashboard (project managers)
The old project dashboard was overloaded with content but lacked summarized and actionable information. We transformed it to support both hands-on project management and KPI tracking for measuring efficiency.
Key features
Important metrics presented on top, to give general status (customizable).
Tabs for navigation between the different internal project pages.
Alerts system prevents breaching SLAs and project timelines.
Customizable metrics
Before
After
Ticket page/panel (managers and engineers)
The old ticket page lacked the ability to accurately reflect the true progress of a ticket, which could involve multiple actions. It also omitted key data, such as title, owner, priority, and due dates, which were either nonexistent or not mandatory.
Key features
Additional mandatory attributes such as ticket due date, owner and LOE to enable tracking and oversight
Tasks categorization within a ticket helps track progress.
See members and followers including online indication, role and amount of tasks.
Search in fields and content to navigate in data-heavy tickets.
Before
After
