How to modernize a Messaging Console experience

Innovate the IT Service Management clunky, a decade-old tool to provide better UX for the IT Analysts.

Client

Syniverse

Case

Streamline a convoluted building a messaging app with the Design Thinking methodology

Role

Head of Design

Capabilities

Design Thinking, UX, UI, Workshops, Team Lead

Challenge

Inherited many silos capabilities in the back-end, Syniverse struggled to provide a seamless way to build a messaging app.

Solution

Applied the Design Thinking, we help Syniverse streamlined the complex 'kitchen sink' experience into a simple 3 step process to guide Developers to build a messaging app.

Role

Head of Design

Process

From ambiguity to clarity is the result of a good user experience.

Discover The Problem.

Syniverse has a lot to offer with their API capabilities for enterprises to build messaging applications. However, the delivering experience was lengthy and cumbersome. Externally, there are 11 steps, some online, some offline procedures required to setup. Internally, there was even a bigger challenge to overcome, the old mindset of building service experience: 'Just cobble something together.'

1

Define The Goal.

How might we help the developers and their teams to bring messaging apps using Syniverse platform faster to market?

How might we make this process more streamlined?

2

Design the Solution.

3

Testing the Hypothesis.

4

Testing the Hypothesis.

5

6

Iterate

5


The Results.

The process once took days to build 1 app, now one can do within 15 mins.
60 times faster and simplier customer experience
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