The client is one of the largest telecommunications and ICT service providers in Europe, serving over 6.2 million consumer, corporate, and public administration organisation subscriptions. They focus on environmentally sustainable services for communication, entertainment, and operational efficiency. As a subcontractor for Nitor, I was responsible for leading the design efforts in collaboration with developers and stakeholders to modernise this essential internal tool.
Why Was This Problem Important?
This internal tool plays a critical role in automating, managing, and maintaining the company’s cloud service needs, ensuring a streamlined ordering and provisioning process across the enterprise.
Impact on Their Business
Handles over 800 cloud service orders per month 25% automation rate (data from 2024) Increased operational efficiency by reducing manual intervention
How We Approached the Problem
Our approach focused on enhancing automation while maintaining a user-friendly experience. A key priority was refining the ordering process to minimise user friction and optimise efficiency.
Team & Collaboration
I worked as the lead designer in a cross-functional team consisting of:
4 developers
1 product owner
Multiple stakeholders from different business units
I was not the first designer on this project but inherited the design work and continued refining it to align with evolving business needs.
Design & Implementation Strategy
We followed a Kanban-based development process, prioritising a design-ahead-of-development approach. This allowed us to validate business requirements efficiently before committing to full-scale development. By keeping a strong focus on iterative usability testing and stakeholder collaboration, we ensured that each new feature delivered real value while maintaining system stability.
800+ orders processed per month
+25% automation rate, reducing manual workload and improving efficiency
Improved UX for cloud order management, streamlining workflows
Significantly increased Automation rate, reducing Reliance on the manual ordering process and order approvals.
With a small team, feature evaluation had to be highly selective. Resources were limited, making it essential to focus on functionalities that provided clear user benefits and value.
Aligning business needs and technical feasibility early in the design process proved crucial. By ensuring continuous validation through design-led development, we reduced the risk of unnecessary iterations and misaligned features.