Enterprise Application • Iris Li Design

Telecom Contract Management

Enterprise Application

Telecom Contract Management is a one-stop-shop application, to store, update and maintain all vendors’ contracts for telecom companies.

Intro

Client: Fortune 500 Telecom company
My Role: UX/UI
Team: Product Managers, Project Manager, Researchers, Business Analyst, Developers
Project Timeline: 3 months

Client: Fortune 500 Telecom company
My Role: UX/UI
Team: Researchers, Product Managers, Project Manager, Business Analyst, Developers
Project Timeline: 3 months

PROJECT BACKGROUND

I worked on a ground up application for a fortune 500 company. My goal was to develop products that helped make telecom company employees' work-life easier in keeping track of telecom contracts.

I worked on a ground up application for KPMG Innovation Lab while I was at Cognizant. My goal was to develop products that helped make telecom company employees work-life easier.

User Research

I worked closely with Researchers to understand what users pain points and needs were. Telecom company also has complex business model, therefore I worked closely with Business Anaylst and Product Managers to obtain SME knowledge in order to provide the best enterprise solution for telecom company.

RESEARCH QUESTIONS

Why do users need a contract management application in the telecom company?  
What is their current solution?  What are their current pain points?  
What features would help users manage their contracts more efficiently?
What are their needs and goals for managing contracts?
What is the unique value proposition that we can provide?

Why do users need a contract management application in the telecom company?  
What is their current solution?  What are their current pain points?  
What features would help users manage their contracts more efficiently?
What are their needs and goals for managing contracts?
What is the unique value proposition that we can provide?

Problem

Research Insights

Too many contracts to keep track: Telecom company has more than 7000+ contracts with a lot of different versions
No single source of truth: Contracts stored in different places
Referencing inaccurate contract information can cause huge company loss: When a telecom company is referencing inaccurate contract information, they can end up paying a vendor a wrong amount, which can cause company loss.

Too many contracts to keep track: Telecom company has more than 7000+ contracts with a lot of different versions
No single source of truth: Contracts stored in different places
Referencing inaccurate contract information can cause huge company loss: When a telecom company is referencing inaccurate contract information, they can end up paying a vendor a wrong amount, which can cause company loss.

Solutions

Design Strategies

DESIGN STRATEGIES

PERSONAS

Efficiency: One stop shop to store, update, maintain all contracts
Reliable data source: This application should provide accurate contract data. In order to ensure the accuracy of contract information in the system, there are 2 rounds of review process workflow to ensure all the contracts are the most up to date.

Efficiency: One stop shop to store, update, maintain all contracts
Reliable data source: This application should provide accurate contract data. In order to ensure the accuracy of contract information in the system, there are 2 rounds of review process workflow to ensure all the contracts are the most up to date.

Design process

PERSONAS

Personas are to understand what each persona wants to do on the contract management application and what is required in the contract approval process to ensure the accuracy of contract data within the contract management application. There were no requirements established for this application in the beginning. I listed out the jobs to be done for each of the personas in order to understand the needs for the users that needed to be incorporated in this app.

TASK ANALYSIS

In order to ensure accuracy of contract data in the system, 2 rounds of review process are required. In order for the team to be aligned quicker and easier, I summed up the contract update approval process into a task analysis diagram. Therefore, instead of referencing to 20 pages of documents, team members could reference the task analysis and more easily understand what the process was.

USER JOURNEY

After then, I created a user journey for each of the personas to further uncover all the requirements for each of the personas.

INFORMATION ARCHITECTURE

After understanding the high level requirements from each of the personas, I mapped out the information architecture on how the app was structured and what pages were needed for this app in order for developers to start building this application.

Rapid Prototyping

I worked closely with researchers to uncover what were the core information and data points that users would like to see and quick wireframes in order to get feedback from users early on. For data visualization, I explored different ways in showing the data points in the most meaningful ways to users.

SKETCHES

WIREFRAMES

Usability Testing

User Feedback

After showing the wireframes to users, users gave comments on different screens and flows. Below is one of the major feedback related to dashboard.

ONE MAJOR PROBLEM

ONE OF THE MAJOR PROBLEMS

Final Design

After rounds of iterations, I created all these key screens below including the dashboards and the contract approval process.

HIGHLIGHTS

Personalized dashboard for Personas
Reprioritize cards
Enhance data visualization
Use AI to increase efficency

Personalized dashboard for Personas
Reprioritize cards
Enhance data visualization
Use AI to increase efficency

USE AI TO AUTOMATE REPETITVE TASKS

In order to further speed up the process uploading contracts to the system, I worked with developers on an AI contract extraction integration to automate the contract uploading process.

CONTRACT UPDATE APPROVAL PROCESS

I created all the interactions for all the use cases of the workflow for the contract management application. Clients were satisfied and it helped them monitor and store all their contracts all in one place to have accurate information to reference.

Design System

For developers, they also found the design system that I created helpful for them to reference while they were developing the application.

Impact

After the prototype was created, we won a multi-million dollar SaaS contract. With the systematic workflow process, we were able to track time spent on different tasks and continue to improve the efficiency of the users. A telecom company started using this app and transferred thousands and thousands of contracts to this application. One client also gave us additional fundings to build another application using AI to help them do their work more efficiently and further improved their workflow.

After the prototype was created, we won a multi-million dollar contract. With the systematic workflow process, we were able to track time spent on different tasks and continue to improve the efficiency of the users. A telecom company started using this app and transferred thousands and thousands of contracts to this application. One client also gave us additional fundings to build another application using AI to help them do their work more efficiently and further improved their workflow.

If you are interested in knowing more details about my work. Please email irislidesign@gmail.com

If you would like to see more projects or know more details about my work. Please email irislidesign@gmail.com