Case Study
BT Enterprise
About BT Enterprise
BT Enterprise's 'Business Portal' is a market-leading hosted telecoms platform allowing businesses to manage their staff's phones, calls, contacts, and messages. This project saw me take a hands-on role in overhauling the product’s architecture, user journeys and user interface design.
Beyond needing a visual refresh, many features and functions had been added to the Business Portal platform over the years making for a disjointed and confusing user experience. The project's core objective was to streamline and simplify the experience, mitigating the substantial demand on internal support staff.
The product's multiple user types and complex nature (over 400 screens), required a rigerous and meticulous approach across IA, UX, UI and prototyping.
Deliverables
- Requirements mapping
- Feature definition
- Product audits
- Information architecture
- User flows
- Wireframes
- Prototypes
- User testing
- Hi-fidelity mockups
- Component libraries
- Guidelines
- Build review
Discovery, IA, UX
To kick-off I conducted a comprehensive legacy product audit, meticulously examining its many features and gaining an understanding of the needs of its different users (company admins, site admins, end-users). Next, I designed intuitive navigation and search patterns before wireframing the entire user experience across multiple breakpoints.
Re-structuring the product for more efficient user flows.
Establishing robust navigation patterns.
User testing
To validate our new architecture and navigation model, I created detailed interactive prototypes for lab-based testing with real users. Feedback from early rounds of testing was quickly iterated into new prototypes for further testing.
Wireframes prototypes for lab testing.
Responsive mockups
With architecture and user journeys defined, I next led the UI phase of the project. Whilst adhering to accessibility standards and brand guidelines (and also creating new design patterns where needed), around 400 screens were crafted across multiple users types and responsive breakpoints.
Hi-res mobile mockups.
Hi-res desktop mockups.
Building a flexible component library.
Supporting Devs
To ensure a smooth transition from design to development, I created clear guidelines to effectively communicate the design system to the development team. I also held regular build reviews and workshops, working closely with the developers to maintain high design standards.
Design guides for developers to work with.
Client testimonial
"Stu expertly crafted wireframes, screen designs and clickable prototypes that allowed us to quickly test ideas and share our product vision with users, business stakeholders and our development teams."
Andy Newbury, Senior Product Manager, BT Enterprise
