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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
Magyar 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.
Client
Magyar Telekom
Service
UX Research
+ 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
1 year
01.
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.
02.
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.
03.
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.
04.
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.
Let’s work together
Does your current website need a refresh? Looking for more than a template solution? If you value your users and are interested in no-code, automated solutions, I’m here to help. Let me know how I can assist, and together we’ll shape the digital solutions of the future. ✨