One of my first major projects for Broadband Solutions was to redesign our VoIP Phone System Portal known as SmartPABX.
Why?
It was time to renew the outdated interface and deliver a better experience for our customers. It needs to be more intuitive so that customers don't rely on calling help desk for assistance which was costing money. Also we wanted a more adaptable and scalable platform for future enhancements.
How?
The best way to begin this task was to conduct a heuristic evaluation on common usability scenarios of the old system.
I based my observations on the 10 general usability principles by Jakob Neilson (A world renowned usability expert). The example below were some observations based on the "Visibility of system status" scenario.
Then I began drafting the designs in low fidelity with prototyping functionality. I do this using Adobe XD.
Upon the completion of the review process, I move onto the high fidelity responsive designs. Also done in Adobe XD, and also prototyped.
NB: This was a "desktop first" approach as our target audience being IT departments, use the portal on a computer. We decided to add mobile to assist with those users who needed to quickly check things while "on the run".
New standalone website was also part of the project to support the relaunch.
Visit www.smartpabx.com.au
