Connecting people around the world.
Client
Lebara
Industry
Telecom, B2B Commerce
Duration & Location
5 Months | London, UK
Role
UX Designer
Capabilities
Service Design
UX Design
Digital Design
Lebara is Europe’s fastest growing mobile company, with more than 5 million active customer and operations in 8 countries (*as of May-2013). The ever-growing network of b2b partners and their expectations required a robust and scalable supply-chain ecosystem that connects the partners with Lebara and provide them a platform to serve their business processes related buying, selling, invoicing, activating, and managing Lebara’s products.
Lebara wanted us to explore their business requirements, create the service map and build a truly global and responsive B2B portal to support wholesalers, resellers and Lebara employees in their entire business cycle across the world.
We started by conducting stakeholder interviews to understand the domain, business process, service offerings, roles & hierarchy, and the goals of the engagement. We created the stakeholder map and further conducted interviews to understand the challenges and expectations of both Lebara employees and business partners involved in the process. We reached out to stakeholders and partners in different geo-locations around the globe to understand their regional needs. We created the process-map for the new service journeys and build the multilingual-multiuser responsive web portal with customization support for the different regions.
01
Discover
Knowledge Gathering
Two member team went onsite to gather requirements from client’s stakeholder and product owners. 2-days knowledge transfer session to understand the domain, service offerings, current processes and involved stakeholders. We created business process role matrix and categorised the operating service teams into service channels. We further conducted interview sessions with the stakeholders across all roles.
02
Define
Key Personas & Process Flows
We created personas to capture the attributes and business goals of all key user groups involved in the system. We identified different scenarios and created the process flows showing interactions between different stakeholders across touch-points.
03
Ideate
Site-maps and Content Grouping
We conducted card-sorting exercise to classify, group, and name the content/feature grouping. We further used the grouping to brainstorm the entire site-map for the proposed portal.
Explorations
We explored navigation patterns and layout options to create the prelim design concepts.
04
Experience Design
Moodboards, Insiprations & Detail Designs
We studied the brand language and vision to draw insiprations and create moodboards. We defined the design principles for the platform and created detailed designs to adhere to the principles.
