Consolidation in a single portal
In the past, Swisscom offered different online portals for its business customers, sales reps and partner companies to manage the solutions relevant to them-everything from user administration and access authorisation to fault reporting and certification of Swisscom partners.
This variety of platforms and applications not only diminished the user experience, but also posed problems for Swisscom itself. In response, Swisscom planned a single unified portal-My Swisscom Business-that would consolidate the isolated solutions, offering all future users a consistent user experience and design language.
With certification training, a dedicated help centre, integrated shop and additional tools and services, My Swisscom Business can also be customised to the needs of Swisscom partners. To achieve all this, Swisscom called on our UX team for help.
Consistent user experience
Together with the Swisscom UX team, we evaluated existing design elements to see which ones could be reused for My Swisscom Business, and which would need to be redeveloped. During this exercise, the Swisscom UX team-supported by Creaholic-laid the foundation for the new platform. Building upon this foundation, our UX experts established the design concept for the Partner Extranet in My Swisscom Business. This work resulted in prototypes of the individual design elements, which the stakeholders reviewed and critiqued. Multiple revision rounds gave us the opportunity to incorporate feedback and improve the designs.
Instead of starting with wireframes to capture different concepts for pages and subpages of My Swisscom Business, we focused directly on the development of individual design elements. The advantage: UI components such as forms, tables, data record displays, buttons and more are available as ready-made elements that can be combined in different ways depending on the application. Thus both Swisscom Partners and business customers can navigate through a unified, intuitive user interface with recurring elements that ensure a seamless user experience.
Thanks to this iterative method of working, we soon arrived at the desired result: a comprehensive, modular interaction concept that could be flexibly deployed in My Swisscom Business.
Prepared for the future
With our outsider’s perspective, we were able to bring valuable contributions to the project: instead of just modifying the existing interactive elements, we looked at them with fresh eyes and questioned the existing solutions.
In close cooperation with Swisscom, we eventually designed a unified and expandable design for My Swisscom Business and simultaneously supported the integration of the Partner Extranet into the new platform.
With the interaction concepts we designed together, Swisscom has a flexible foundation upon which to further develop My Swisscom Business.
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