Optus UX Case Study


Date: 2024
Role: UX & UI Designer
Type: Professional Project for Optus
Context
I had the opportunity to help work on an app that manages key end-to-end maintenance and delivery business processes to enhance network operations. Field engineers use this app when installing modems at site visits.                  

As there were new processes being added to this app the intention for this project was to design an end-to-end journey that is easy for field techs to use and understand. Due to the sensitive nature of the project I will be just showing a high level overview of the process I undertook when designing the UX and UI.
Research
There was a lot of UI components involved in this project. To ensure that I was following best practice principles I did research on aspects I would need to be designing in this project.  My intention was to get a mood board of varying components that I could use for a reference throughout the project.
 Wire-framing
The biggest challenge to begin with for this project was understanding all the journeys that needed to be mapped out. The team I was working with had limited knowledge with understanding the difference between UX and UI and initially assumed my focus would be designing how components of the journey would look. 
However before I could start this process I needed to know what I had to be designing for. There were many processes involved in this journey that each had multiple scenarios. I had to communicate to the team that every scenario need to be understood before I could start on higher fidelity designs. I spent the first week on the project iterating low fidelity journeys to get ensure I was correctly mapping out everything.​​​​​​​
Project Managers  vs 
Developers
Another issue I faced within this project was getting clarity on the projects requirements. The project managers and developers always disagreed on how things were to be completed. Often there were time constraints that had short deadlines. However not having the technical ability to fulfil these deadlines left both sides of the party at odds.
A skill I picked up on the way was being able to speak up on when I felt pressured by both sides to get them to see eye to eye. Having a space for people to hold empathy for each other mean that conflict could be resolved maturely. It was through through these measures I was able to ensure I was staying on track and making sure the team was happy with the designs.
Site Visit
I was also fortunate enough to go to a site visit to see how the field techs currently used the app. Whilst at this visit I was able to see in real time how the app worked and what users liked and disliked about its current processes. 
There was some current technical limitations with what I was designing that the field techs highlighted would be frustrating to deal with. Being able to listening to users of the app meant that when advocating for these changes the developers were more on board to resolving these issues. More automated processes were therefore made to the final journey which meant UX and UI issues I previously had could be resolved.
Reflection
There were many important learnings I gathered from this project. Not only having to learn best practices for app UX and UI components I also had to improve on my stakeholder and conflict resolution. Having a large responsibility for the project meant I felt super passionate to work on it and continuously find ways to improve it. 
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