Revolutionizing Communication:
Delivering Seamless Telecommunication Services
THE PROBLEM
The telecommunication industry in Brazil faced challenges with fragmented user experiences across different providers, lack of unified platforms, and inconsistent design standards. Users often encountered difficulties in navigating services, managing accounts, and accessing customer support efficiently.
Team: UX/UI Designers, Researchers, Writers, Devels, Product Managers | Timeframe: Jul 2023 - Present
CLARO,TIM AND OI
the product
Our project aimed to create a seamless telecommunication service accessible through a responsive website and an integrated chatbot. This service encompasses various communication features such as voice calls, messaging, video calls, and data plans, catering to diverse user needs in Brazil.
the results
Through meticulous planning, collaboration, and innovative design, our project achieved a groundbreaking outcome, revolutionizing the financial services landscape with a cohesive omnichannel experience.
Big numbers
+500MI
+55mi
+3.5BI
interaction per month
people interacting
in revenue
18%growthper year from the beginning of the project
24% increase in product satisfaction
insights
1
Understanding User Needs:
We conducted thorough research to understand the pain points and preferences of telecommunications service users in Brazil. This involved analyzing customer feedback, studying industry trends, and conducting usability tests.
2
Unified User Experience:
Our primary focus was on creating a seamless and unified user experience across platforms. We designed the responsive website to be accessible and intuitive on various devices, ensuring consistent branding and navigation.
3
Chatbot Integration:
Recognizing the growing demand for automated customer support, we developed a chatbot capable of handling queries and tasks across different telecommunications providers. The chatbot was trained to provide accurate information and guide users through common processes.
4
Personalization and Recommendations:
Leveraging data analytics, we implemented personalized features and recommendations within the chatbot and website. This included offering tailored service plans, troubleshooting tips, and promotions based on user behavior and preferences.
DELIVERY
throughout the process
01
Collaboration and Planning:
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Collaborate with UX researchers, UI designers, developers, and QA testers to understand project requirements, goals, and user needs.
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Participate in project planning meetings to define project scope, timelines, and deliverables.
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Work closely with stakeholders to align design objectives with business goals and user expectations.
03
Information Architecture and Wireframing:
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Develop the information architecture for the responsive website and chatbot, including sitemaps and navigation structures.
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Create low-fidelity wireframes to outline the layout, content organization, and user flow of the interfaces.
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Collaborate with UI designers and developers to ensure alignment between information architecture and visual design.
05
Usability Testing and Iteration:
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Conduct usability testing sessions with target users to gather feedback on design prototypes.
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Analyze usability test results and iterate on designs based on user feedback and usability best practices.
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Collaborate with developers to implement design changes and enhancements based on testing outcomes.
07
Launch and Post-launch Support:
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Assist in the launch of the responsive website and chatbot, including user onboarding and training materials.
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Monitor user feedback, analytics, and performance metrics post-launch to identify areas for optimization and enhancement.
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Provide ongoing support and maintenance for the UX/UI components, addressing any user issues or design-related challenges.
02
User Research and Analysis:
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Conduct user research to gather insights into the behavior, preferences, and pain points of telecommunication service users in Brazil.
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Analyze user feedback, industry trends, and competitor offerings to inform design decisions.
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Create user personas, user journeys, and empathy maps to understand user motivations and needs.
04
Visual Design and Prototyping:
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Design visually appealing and intuitive UI elements, including color schemes, typography, icons, and imagery.
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Create high-fidelity mockups and prototypes for the responsive website and chatbot interfaces.
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Ensure consistency in design elements, branding guidelines, and user interface components across platforms.
06
Collaboration with Development Team:
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Collaborated with developers to translate design concepts into functional UI components using HTML, CSS, and JavaScript.
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Provided design specifications, style guides, and assets to ensure accurate implementation of UI elements.
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Conducted design reviews and collaborated with the development team to address any design-related issues or challenges.
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Ensured seamless integration of the chatbot with telecommunication company systems and APIs by working closely with developers.
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Conducted thorough testing of the responsive website and chatbot, including functionality, performance, and compatibility testing.
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Reviewed QA test results and collaborated with the development team to resolve design or usability issues identified during testing.
outcome
By implementing a unified design system and focusing on user-centric design principles, we successfully delivered a responsive telecommunication service that addressed user pain points, enhanced usability, and provided a seamless communication experience across devices. The project's outcomes included improved user satisfaction, increased engagement, and a strong foundation for future innovations and enhancements in the telecommunication industry.
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