As one of the leaders on mobile communications, T-Mobile’s next steps were to bring even more value to its services by adding Unified communication systems solutions (UCSS). UCSS helps organizations provide their employees with real-time access to services such as conferencing, data sharing, messaging, and phone communications from several devices.

The goal for this project was to build web and native (iOS and Android) interfaces where all communication systems such as voicemail, email, messages, greetings, on-hold music, schedules, and beyond, could be controlled from a single source.

As one of the lead designers for this project, I drove efforts related to user research and product design, which accounted for user interviews, creation of personas, product strategy, ideation, wireframing, and prototyping.

• Understanding the business opportunity
• Dive into users’ requirements, from SMBs to enterprises
• Competitive audit & analysis
• Map personas and their journey
• Create an informed product offerings

My objective as a lead designer and researcher was to confirm the market opportunities hypothesis, and weight on the potential ROI UCSS could have for T-Mobile, and highlight their unique positioning to disrupt the market.

The research showed opportunities that could be targeted by simply creating a better user onboard experience, setup, and product maintenance. The ideal product could be scalable from a micro-business to an enterprise level corporation.

The challenge was to build a platform that could support a non savvy tech person, and hand-held them trough the entire process while also be robust enough for IT teams to set it up by uploading existent data.

Create a best-in-class, progressive UCSS experience that exceeds end-user expectations.

T-Mobile decided to follow our recommendation and pursue SMB as a viable market segment. As of 6 months ago T-Mobile keeps using our research and product development to keep growing their UCSS for business.