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A versatile
Case study: Netia
A versatile
website for
the many
Summary
Netia is one of the biggest telecom operators in Poland. It targets both, B2B and B2C clients, whose needs, expectations, and customer service differ substantially.
Sector
Telecommuniation
Our role
- UX Training
- Desk Research
- Heuristic Analysis
- Stakeholder Interviews
- Quantitative Testing
- Qualitative Testing
- Usability Testing
- UX Strategy Workshop
Challenge
How to design a website and fit a wide array of services there?
We focused on designing a website which will be both intuitive and usable – our priority was making all necessary information available. We had to take two groups into consideration: B2B and B2C clients.
Project in numbers
0
months of work
more than
0
research participants
0
screens designed
How we approached the challenge
I
Diagnosis and Research
Description
This stage allowed us to pave the way and start the project right. Working with different stakeholders – from consultants to board members – allowed us to get their perspective of the whole organization.
Tasks
- Desk research
- Heuristic Analysis
- Stakeholder Interviews
- Quantitative Testing
- Usability Testing
II
Knowledge transfer
Description
We conducted a workshop during which we consolidated all we had learned before and transformed it into actionable points. Mapping customer journeys helped us choose which aspects to focus on, depending on the type of clients.
Tasks
- Creating Personas
- Customer Journey Mapping
- Sketching Out Website Structure
III
Research
Description
We conducted both qualitative and quantitative research. Usability test participants – both B2C and B2B clients – evaluated the existing website and pointed out the aspects which were acceptable and which needed urgent change.
Tasks
- Usability Testing
- Quantitative Testing
IV
Communication Design
Description
Based on our research results and business needs, we created a content strategy which aimed at helping create additional texts for the website and other communication channels. The artifact consisted of a set of guidelines for communication as well as a consolidation of user needs.
Tasks
- Content Strategy Preparation
- Email and Document Redesign
V
UX & UI Design
Description
After we gathered enough knowledge, we could start designing the mockups and then creating ready to implement user interfaces. All in all, we created over 90 mockups and another 90 graphic designs which we tested again. These were handed off to developers.
Tasks
- Wireframe and Mockup Design
- Graphic Design
- Usability Testing
- Developer Handoff
Result
How to design a website and fit a wide array of services there?
The final result was a website design adjusted for all users – both B2B and B2C. Extensive research at the very beginning of the project made it possible to design something both usable and useful.
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Jacek Samsel
Operations Director