How do you modernize internal tools that hundreds of customer service agents rely on daily?
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.
What was the goal?
Hungarian Telekom aims to enhance the customer service experience, facilitate sales, and design age-appropriate and engaging user processes and interfaces.
What was the main challenge?
This involves adapting to previously established backend system constraints.
What was the achieved outcome?
A faster, more modern, and more customer service-oriented internal system specifically for Telekom.
Client
Hungarian Telekom
Area
Telecommunication
Service
Automation & Agent Systems
Team Setup
Solo Designer with internal & external dev teams.
Timeline
5 years
How was the scope and complexity of Telekom's internal tools uncovered?
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.
How were new workflows designed and validated before development?
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.
How were interfaces designed within Telekom's existing brand constraints?
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.
How was the design system extended to support new workflows long-term?
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.
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