Consolidating multiple systems into one that interfaces with all consumers and businesses increases efficiency and reduces costs.
Client
Tele2
Consolidating multiple systems means bringing together teams from ComHem and Tele2, which have been working on the capabilities, and more stakeholders.
As a Designer at Tele2, I led the integration of the customer service experience between several brands under the Tele2 and ComHem umbrella to enhance scalability, accessibility, and efficiency. Our previous or legacy systems are divided into multiple, and each system needs to be updated each time; a customer service hire needs to train and learn several systems, which means time and cost inefficiency. By gathering requirements and feedback and aligning with all stakeholders, we map out the target scope and set what is achievable within the set timeframe.
With collaboration with the entire team, we consolidate legacy systems into one cohesive system supporting all Tele2 brands. So when a private or business connects with us, we support them efficiently and perform best-in-class solutions for our consumers. Apex saves cost and time by focusing on one system training for the customer service team and constantly evolving one system instead of multiple.
There are long-term plans, but due to the urgency of the integration, the deadline to achieve MVP scope and continue to iterate and evolve Apex is tighter.
Due to the nature of several legacy systems, we will need to learn and research from the ground up. With information architecture, we get to define the scope and structuring of information to be presented and the function to support usability and findability.
We organise in 4 tiers - Main, Widget, Level 2 and Function.
Given the project's fast pace and the data collection during the problem-defining stage, I proposed a design system solution that would give us consistency and enhance the speed of prototyping and user testing.
We bring personalisation instead of customisation to our users. Tele2 and ComHem's product portfolio are combined into one system that helps the customer service team save costs and be more efficient throughout every contact from our consumers.
Client
Tele2
Results
Integration completed between all brands.
3 legacy systems to 1 new system.
Decreased handling time for customer communication.
Increased completion rate.
Cost savings by X amount.
Apex is a system aimed at simplifying customer service experience and is the one system for all Tele2 brands to offer a world-class service experience.
The challenge is bringing together multiple systems supporting the agent for different brands, products, functionality and many more that are complex from almost every perspective. The primary goal for Apex is to decrease handling time for every customer communication, which results in efficiency and cost savings.
The task was to create the brand identity from scratch and design a scalable UX and visual system to reach our goal.
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