Project: Atomic - Orange OBS
Date: Jul 2022
My role: Problem framing workshop, user interviews, persona, user journey, ideation, sketching, prioritization, documentation, prototype
Context
*Orange is one of the largest mobile and internet service providers in Europe
and Africa, and a global leader in corporate telecommunication services.
Problem
We had a kick-off with the client demonstrating how to use their services, and the atomic dev team, had the need to change their website architecture because, in their opinion, it was not well designed, nor optimal when their clients ordered their services.
They also wanted to create coherence between their pages and products that for now, lack consistency in many aspects when users click on the pages.
A simple example was the misuse of Orange guidelines, so, I’ve decided to organize a framing problem workshop to understand their real need.
Atomic is a product/service inside Orange* that provides secure URLs
and digital links to create a safe bridge between two or more companies
worldwide, deploying virtual machines, among other services.
Framing problem workshop
As the request didn’t come from Atomic’s customers or any negative result from previous tryouts and the end result won’t be affected or suffer any influence on the business, it was difficult to define pain points at first instance.
During the first discussion, we could identify that on the whole, customers open tickets specifying their problems and there is no follow-up or catch-up calls/messages along the process; they only wait in the dark without knowing anything about the next steps. I’ve decided to do a framing problem workshop to discover more about their real issues, and this was just the tip of the iceberg.
I went through all points with the client, passing through the business problem, KPIs and success, risks, proto persona, and the beginning of an ideation process.
User interviews / Persona
During the framing problem workshop with the client, we had a chance to work together on a proto persona, later on, I had the chance to speak with 5 end-users: Admin/Dev, System admin, Business Analyst, Dev OPS, and Admin; they have received very well the initiative and gave some extra input. After that, I was able to work on a persona to better evaluate their needs as a total.
Ideation / user journey / sketching
Following up with the process we had the user journey workshop, ideation, and sketching workshop on the same day.
The prioritization workshop came during the sketching section where the client listed all the features we should focus on,
with the pages we should mockup. In the mockup phase, I had to pretty basically start from scratch because their website
didn’t respect any of the Orange guidelines.
Prototype
Here you can see some of the pages I’ve done
based on the previous study and the client’s
input with the inclusion of link buttons, Orange
guidelines, Better graphs, and straightforward info that they didn’t have before. As the Atomic service only runs on the desktop version, we didn’t have any mobile mockup.
Conclusion
During the process, we found out that in terms of usage the end-users interviewed don’t really care about the UI aspect or it comes as a secondary issue, but after seeing the new visuals they thought it was better and easier to use. They all agree that it seems
to be a difficult tool when you are a newbie, but when you have the process, it becomes robotic and a no-brainer. On average, they think
the new structure is very straightforward with the links they asked for, buttons, and explanation info they didn’t have before.
Now, even newbies can find themselves on the pages, and in the future, their final clients will be able to go through the process alone with a couple of more implementations.