During my internship, I conducted user interviews, competitor analysis, and user flow mapping to develop a targeted persona and understand user needs. We also facilitated workshops to gather team insights. A key part of the process was prototyping and testing with the target group, leading to an MVP that provided valuable user feedback.
UX-design
Business
MVP
Application
UX-Designer
Research, user flows, user personas, wireframing, prototyping.
Duration
6 weeks
Date
June 2024 - August 2024
It consisted of 7 weeks of work, structured into 6 iterations:
research -> ideation -> design-> testing -> evaluation -> refinement
Insights from 51 users
21
Survey responses
22
User tests and additional interviews
8
We began the first week by conducting thorough research to ensure that our focus aligned with user needs and was viable for Telenor. To determine the best approach, we also researched which target group would benefit the most from a customer management tool.
Is this something the users want?
Which target group would it benefit the most?
To gain a deeper understanding of the situation, we conducted semi-structured interviews with a diverse group of individuals, including self-employed professionals, startups, medium-sized businesses, and larger companies.
“I recently started a small carpentry business and need a simple solution to manage my customers. I need something to manage my customers. But I don’t know what I would use? I just want something that is easily accessible, and where I can see the benefits it gives me.”
By focusing on existing solutions, we examined functionality, UX, UI, user base, strengths, and weaknesses. We found that most existing services are not well tailored to smaller companies.
We decided to go for businesses that recently started out, and has not/barely used a customer management tool. Based on research, they were the group that most likely would consider a business phone plan, and had more customers to handle between a few employees.
Age 25-30.
Started a interior design business with 4 employees.
Optimize customer interactions and task management.
scale the business.
Automation for efficiency without added complexity.
A flexible, user-friendly tool that enables seamless collaboration with the entire team.
Complex tools and regulations. -
Difficult measuring business success.
Goal achievements and seeing results.
Meeting customer expectations.
We already know existing solutions are too complex for smaller businesses. Based on the existing CRM, we visualized a flowchart of the onboarding process in HubSpot to identify where we could simplify the steps for our target group.
Our goal was to create an application that meets user expectations and needs while minimizing Telenor's resource investment in user adoption. We conducted over 6 iterations of the prototype, with continuous feedback and new insight.
Our goal was to create an application that meets user expectations and needs while minimizing Telenor's resource investment in user adoption. We conducted over 6 iterations of the prototype, with continuous feedback and new insight.
3 wireframes.
11 users.
Purpose was to convey ideas and identify potential issues early.
Rumble or All-In-One as sprint method.
Combined the winners of wireframe 1,2 and 3 into a high fidelity prototype using Telenor`s design system.
Conducted additional user testing and interviews to refine the high-fidelity prototype based on users' needs and to enhance its usability and intuitiveness.
