Strategic Tooling Assessment Empowers Telecom Workforce Transformation

CASE STUDY

I worked as a UX Analyst / Researcher on a global team of designers, strategists and business analysts to advise a prominent telecom company on streamlining their workforce tools.

The telecommunications industry is known for its complexity, with numerous tools and systems often hindering efficiency and collaboration. My client recognized the need for a transformative tooling assessment to optimize their operations. Their goal was to streamline a staggering 17 tools down to a more manageable 1-5, benefitting both customer service and operations teams.

The Challenge

Excessive tool complexity, with numerous tools and reports scattered across departments, resulted in inefficiencies and communication gaps. Recognizing the need for a user-centric solution, the client aimed to align changes with the workforce's needs. The scattered data had caused confusion and a lack of clarity on essential data sets, contributing to the challenge.

Approach

This comprehensive tooling evaluation project included:

  • User-Centric Data Collection

    We conducted in-depth user interviews and contextual inquiries to gather insights directly from end-users. This approach ensured that the transformation would meet the actual needs of the workforce.

  • Data Synthesis and Visualization

    The collected data was transformed into impactful visual representations. This made complex information easily accessible and actionable for decision-makers.

  • Assessment Report with Strategic Recommendations

    We delivered a comprehensive assessment report that provided critical recommendations for optimizing the tooling landscape. These recommendations aimed to streamline operations, enhance efficiency, and reduce tool complexity.

  • Facilitation of Design Thinking Workshop

To encourage collaboration and innovative thinking, we created workshop materials for a design thinking session within the organization. This workshop focused on minimizing the number of tools while retaining essential functionalities.

  • Identifying Minimum Data Sets: We assessed the data requirements of each tool and reports, determining the minimum data sets necessary for streamlined operations.

Results

Our strategic tooling assessment played a pivotal role in transforming the organization. By providing the data, insights, and recommendations needed to streamline the toolset from 17 to 1-5, we significantly improved operational efficiency. This simplified tooling ecosystem led to enhanced collaboration among teams, resulting in better outcomes. Additionally, the identification of minimum data sets brought clarity to essential information, reducing data overload. As a result, the organization now operates more efficiently, fostering collaboration and enhancing overall productivity.

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