Service Delivery and Admin Portals
2020-2022 - mitel.com
Product Context:
Mitel is a global market leader in business communications, powering more than two billion business connections with their cloud, enterprise, and next-gen collaboration applications. I helped them with testing and designing various administrative tools and CC solutions.
The Challenge:
I led the design improvements of multiple service delivery portals (PBX hardware and software and CCaaS solutions) that cross hardware and software setup. I turned large complex admin environments into easy to use, yet functional design solutions. I worked collaboratively with stakeholders, domain experts, and partners while driving to a goal.
I defined the service delivery design, user flows and journeys, I contributed to the company road map and worked on quick wins scoping out needs for longer-term strategies.
I helped develop an all-in-one collaboration app.
I worked with different teams simultaneously on multiple enterprise-level UX experience projects in parallel. They included among others complex administration flows, very high-level UX, interaction design, order management system, shopping cart and billing-related experiences, dashboarding, workflow builders, CX admin tools, app store design.
I was responsible for the company design system. I collaborated with a dedicated development team and external specialists to ensure the quality of the system.
I was working on the PBX configuration portal and outlined the experiences that enable hardware setup through the software.
I was working on redesign of CC tool, and worked closely with PLMs on various user experience improvements.
I was working on Mitel analytics program, I defined the scope of MVP from the user experience perspective and I was working on embedding the external business intelligence tool (including making the working prototypes with the dummy data I prepared)
I performed multiple studies and research exercises that led to product improvements.
I was working on UI of physical desk phones.
I scoped and proposed the design principles for End User Portal.
I worked with established patterns and internal libraries and manage the constraints.
I run workshops, brainstorming, and user testing activities.
I led the design works of adjustments service delivery portfolio to new geographies.
Deliverables:
Ideation sketches and explorations
Design strategy
Customer journeys
Workshops
Studies
User flows
Wireframes
Information architecture
Low-fidelity prototypes
Iterative updates design
High-fidelity prototypes
Dashboards design
Data viz design
Motion design
Documentation
Design critique
Design system
A screenshot from the high-fidelity prototype of the workflow editor I was working on.
I was working on admin widget system design for the organization communication app. Notifications consist multiple contextual options that enrich the user experience.
The creative process is complex and hard to define, but when ideas are generated, the simplest way of communicating them is by drawing.
Some details of the workflow editor I was working on.
Screenshots of developer portal I was working on.
I divided the complex projects into user flows and presented the design to stakeholders in this way. It makes it easier to comprehend and develop on the later stages of design to development process.
UI Example; I was working on notification system for the company communication app. Notifications consist multiple contextual options that enrich the user experience.
An example of the self enclosed user flow I was working on.
I was responsible for creating and maintaining the design system ux documentation. Each card shows the UI elements, together with the design description, best practices, and information how to use them.
Details of the table view with the information about spacings and paddings between elements.
Arrangement details and relations between different components of the table design.
Mockup of the organization communication app.
Some examples of the design of one of the admin tools I was working on.
Design proposal of the system status dashboard. We wanted to use colors in a very informative way - we want them to convey the messages important for users.
Few mockups of CC client improvements I was responsible for.
I was working on many studies, research, and explorations exercises.