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Selfservice Concept

Available for Work

Selfservice Concept

Available for Work

Category:

Selfservice

Role:

UX Designer

Duration:

Approx 1 year

Client: Telmore

Summary

This project focused on creating a self-service solution for Telmore customers with multiple subscriptions. The objective was to make it easy for users to switch between subscriptions and access relevant account information through a clear and intuitive interface. Through an iterative design process involving user research, prototyping, and usability testing, the solution evolved into a more intuitive and efficient user experience.

Summary

This project focused on creating a self-service solution for Telmore customers with multiple subscriptions. The objective was to make it easy for users to switch between subscriptions and access relevant account information through a clear and intuitive interface. Through an iterative design process involving user research, prototyping, and usability testing, the solution evolved into a more intuitive and efficient user experience.

The Challenge

Telmore customers with multiple subscriptions often struggled to maintain a clear overview of their accounts and quickly access relevant information. Switching between subscriptions, managing balances, and viewing account-specific details could be time-consuming and confusing. The challenge was to create a self-service solution that simplified subscription management and enabled users to find information with minimal effort.

The Challenge

Telmore customers with multiple subscriptions often struggled to maintain a clear overview of their accounts and quickly access relevant information. Switching between subscriptions, managing balances, and viewing account-specific details could be time-consuming and confusing. The challenge was to create a self-service solution that simplified subscription management and enabled users to find information with minimal effort.


Process

The primary focus of this case study is to show brainstorm and user involvement throughout the design process of the self-service solution.


Research & Co-creation

I combined user interviews, card sorting and co-creation to understand users’ needs, behaviours and mental models. The insights helped shape the information architecture and guided the development of a more intuitive self-service experience.


Ideation & Prototyping

Through brainstorming, sketching and wireframing, I explored different concepts and user flows before developing them into high-fidelity prototypes. This iterative process helped refine the interaction, validate design decisions and shape the overall self-service experience.


Usability Testing & Iteration

To evaluate the prototype, users completed tasks based on realistic customer scenarios while thinking aloud as they navigated the interface. This provided insight into their expectations, frustrations and decision-making, helping validate design decisions and identify opportunities to further refine the user experience.



Reflection

One of the key learnings from this project was the value of involving users early and throughout the design process. Card sorting, co-creation and usability testing challenged assumptions and uncovered perspectives that would not have emerged through stakeholder discussions alone. It reinforced the importance of continuously bringing user insights into the design process – not just to validate solutions, but to shape them along the way.