Enabling support operations in the
Telecom sector
Organisation
Amdocs Design Centre
Role
UX Designer
Platform
Responsive Web
Duration
2017 to 2019
About The Product
Amdocs is a technology & software solutions provider in the telecom domain.
Leading telecom providers across the globe are powered by their superior billing, subscriber managing tech and software solutions.
Optima is a product suite that serves both the customer service agents and subscribers. Aimed at the tier 2- 3 telecom companies in APJ & ER, this product is a cloud based, leaner offering that can be shipped with minimal customisation.
Subscriber
User Tasks
Enable subscribers to manage their telecom, internet and television subscriptions. It handles tasks like paying the bills, updating customer data, raising support tickets and more complex tasks like relocation of services, cancelling account.
Customer Service
User Tasks
Support customer service agents right from pre-sales to post sale activities. All customer management tasks like handling support tickets, managing inventory, planning promotions and cancelling subscriptions.
Roles & Responsibilities
End-to-end designs for subscriber & customer service agent experiences that span most business operations like account management, inventory management, billing and customer support systems.
Collaborated directly with the customer to generate requirements and with product and engineering teams to build a lean product that can be shipped with minimal customisation.
Worked on the design process, documentation format and design library of the product to standardise the work being done by multiple designers simultaneously.
Key Features Designed
Subscriber Account Management
A 360 view of a subscriber account that serves as the main dashboard for a CSR agent during IVR support calls.
Bill payment, recharge and plan changes
Key subscriber task flows like shopping, recharge, bill payment and plan changes.
Inventory & Support Ticket Management
Enabling major CRUD operations for CSR agents. From maintaining the inventory to creating and managing support tickets.
Reach out to me for more details
The designs made for this product cannot be shared in a public domain as they are covered by an NDA agreement. Please reach out to me for more details.