Workforce Efficiency: The info management system

Three questions to the project team

What was the particular challenge of the project from a UX point of view?
One of the biggest challenges for us as designers was to get a holistic understanding of the Telekom's existing workflows to bring first design ideas to the table despite a high number of use cases. At the same time, our goal was to address the needs of several user groups (like call center agents, store employees, and sales representatives) and integrate their individual requirements into one single responsive application - all while maintaining a unified UX and UI. However, with the collaboration across design, tech teams, and management, we were able to draft first concepts and ideas, to later gather feedback and create our first prototypes.

What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
Encountering clients who prioritize a UX perspective right at the beginning of a project is rare. Telekom's visionary approach of integrating a UX team from the beginning was a great opportunity for us, as it helped us creating a design system from scratch and taking it as a foundation for further design implementations and ongoing development. After nearly a year of conceptional phase, one of the biggest aha! moments of the team were the Magenta Info’s go-live. Taking in mind all the work involved behind and seeing a tangible solution being successfully used by real users showed us the value of our work. As every project, we had our lows with design and technical coordination efforts needed but we always remained positive about the outcome.

Where do you see yourself and the project in the next five years?
Since the launch of Magenta Info’s, we have been happy to see an increase in requests from various Telekom departments to include their tools within the application, which demonstrates the positive usability impact on its users. Looking ahead, we envision Magenta Info’s to become one of the biggest internal points of information at Telekom. We are also under discussions on how to anticipate the rise of AI and metaverse by exploring how the application can support its users even more. Concepts like implementing bots to handle client requests, AI creating new internal content, or providing recommendations for relevant training based on individual performance, are on the table. For us, this is just the beginning!