Management of over 200 million IoT devices

Managing the world's largest IoT SIMs Portfolio with over 200 Million SIMs

Client

Vodafone IoT

Role

Lead UX

Contribution

user flows, prototyping, user testing, feature prioritisation, stakeholder management,

Tools

figma, axure, sketch, omnigraffle, pen&paper

Platform

desktop, react

Vodafone Business was looking at improving their existing M2M Managed Connectivity platform that was under performing and outdated from a UI and reliability perspective.

As part of the discovery process we surfaced existing journeys and remapped them in a fresh new UI. As the product evolved, a great contribution to improving the performance of the infrastructure was derived from the findings of the user research sessions carried out regurarely.

I first started as a contractor but I was soon a Vodafone employee. I helped with product definition and strategy, user research, stakeholder management, prototyping, visual design, design systems, user journey mapping and even briefly enjoyed being the PO of one of the scrum teams.

UX Context

From a holistic vantage point the UX activities for this project varied depending on the phase the project was in.

We started with a discovery phase that led us to a first Beta release followed by an official commercial launch. Through each of the phases UX supported all types of stakeholders, from new joiners to PMs, external and internal users, third party partners and others.

Activities

User Research

We carried out hundreds of hours of user research sessions. Both external and internal users were interviewed providing sometimes intriguing feedback about what and how the new product should behave and where it should position itself on the market.

User research sessions allowed us to establish a rapport between real users and the development team and to set expectations on both sides.

Wireframing

Starting with low fidelity wireframes to explore various scenarios is always beneficial as it is very easy to iterate, focuses the stakeholders on the functionality rather than the form.

Because sometimes they are incomplete, they provide a great opportunity to surface new ideas just by asking “What do you expect to be there?” when users point to a button or link

Prototyping

I used Axure and Figma to document existing journeys as well as demonstrating future ones. Used in conjunction with other design assets like user flows it can be a very effective tool in expanding understaning and minimising the chance of missing scenarios.

Prototypes were also our first way of demonstrating and validating new behaviours to the existing user base.

User Flows

Using user flows proved really useful when communicating expected behaviours to developers, testers and to a wider audience including POs, PMs and higher management. The userflows streamlined the understanding of the features, reduced number of defects and overall I think they brought a dramatic increase in the velocity of the teams and quality of the final product

Features Prioritisation

User research findings became really valuable for the management team and they actively used observations from the UX sessions to change the priority of specific features. This way we ensured relevant features would be surfaced sooner to the end user ensures a less desirable experience.

Outcomes

lorem