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UX Research & UX/UI Design

Magyar Telekom is one of Hungary's largest telecommunications service providers, offering a full spectrum of telecommunication and information and communication technology (ICT) services to individuals as well as small, medium, and large corporate clients.

Goal

Hungarian Telekom aims to enhance the customer service experience, facilitate sales, and design age-appropriate and engaging user processes and interfaces.

Challenge

This involves adapting to previously established backend system constraints.

Outcome

A faster, more modern, and more customer service-oriented internal system specifically for Telekom.

An IT system user interface designed for serving customers.

Client

Hungarian Telekom

Area

Telecommunication

Service

UX & UI Design

Team Setup

I participated as a designer on my own. The rest of the team consisted of Telekom colleagues and external development resources.

Timeline

5 years

Discovery

How it started.

Service Safari

I put our current customer service to the test incognito, literally stepping into our users' shoes.

Shadowing

As an observer, without incognito mode, I examined the day-to-day work of several colleagues.

User interview

Following the observation, I engaged in conversations to learn about the current system's use and routine workflows.

Stakeholder interview

Including product and idea owners in the discussion gave me a deeper understanding of the system's development background while allowing me to assess the needs from a different perspective.

A Telekom store, complete with furnishings and equipment.
Summary, Wireframing, and Testing

After summarizing the research findings, essential and convenient functions that would keep the team busy for a longer period became clear.

Given the extensive volume of system transformation and the need for rapid adaptability of plans, it was a logical decision to use classic wireframes.

This made testing our observations smoother.

A wireframe of the IT system's user interface designed for serving customers.
Designing Final User Interfaces

The only expectation for the interfaces was that while they should fit into the brand's previously established image, they should also feel new and fresh.

An IT system user interface designed for serving customers.
Design System Update and Fine-tuning

The elements of the previously established design system provided a great foundation for designing the final interfaces. After the design process, numerous new elements were added to the repertoire, thereby enriching the associated design system.

A single element from the Hungarian Telekom design system.
Interface element details from an IT system.

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