Moj Hrvatski Telekom

Moj Hrvatski Telekom (My Croatian Telecom) is a self-service portal for customers subscribed to fixed or mobile telecom services. It features an overview of the customer’s properties, easy to use settings pages for each service, a full billing history along with a central notification system.

Extensive customer feedback from a previous self-service solution, internal analytics and site usage statistics indicated that there was an increasing demand for a central portal whereby customers could manage all their telecom services.

This project was the result of a group effort with independent teams working on specific parts of the system. On the one hand there was a diverse set of customers to cater for multiplied by virtually infinite custom tailored plans and business logic exceptions, whilst on the other, there were T-Com and T-Mobile brand values and guidelines to take into account. Add into that mix customer support feedback from the front-lines and internal goals from the command center and you end up with quite a complex task of designing the best user experience possible, whilst still adhering to business needs.

Previous self-service pages for both major service groups existed as part of the main promotional T-Com and T-Mobile sites, so this redesign had a couple of challenges:

• Merge scattered customer pages into one central control panel
• Improve the findability and management of customer’s settings
• Present clear service statuses and provide convenient non-marketed information about upgrade options
• Group common actions and provide useful shortcuts
• Provide transparent billing history and a billing system aligned with the paperless digital age

When there are a dozen services and numerous combinations and dependencies — you have to understand everything in order to design a common experience and language.

One of many process flow maps

At first, we created a crude, but functional HTML and CSS prototype with a couple of basic patterns and a simplified navigation system. The key was to create typical pages for all services simultaneously, throwing in all internal demands, whether or not it made sense at the time. We intentionally deferred the visual design for a later stage. This approach helped teams within the company to focus and better understand the common goals and to come with new ideas to improve the customer experience.

After a round of usability testing, it was clear that some terminology we used in the early prototype wouldn’t work for real customers, so everyone became aware that user-centric communication was fundamental.

With that shift, it was easy to simplify the interactions and to group common user tasks into sets that made the most sense to customers.