2018-2019
Iristel Canada
Product / UI design / UX collaboration
UX/UI Lead
Iristel approached us with a challenge of creating an account management system for their customers.
To create a scalable customer facing experience such that a user can seamlessly manage their services and products directly from the Iristel website.
Information architecture
UI Design
Design system management
UX design and support
The existing Iristel service management portal was a legacy system that saw little to no use by their customers - they opted to call customer service to handle matters related to their account and services.
Because the design was severely out of date, a new portal was built from the ground up. Some existing features were revamped, and new ones were implemented based on market research and user feedback for an improved experience.
"How might we provide a better service management experience to cater to the modern day user?"
Existing user data and personas were provided by Iristel's marketing team. These were repackaged and repurposed to inform design decisions when creating the MyIristel customer portal and the auxiliary tools and widgets. A competitive analysis was performed on similar portals (MyRogers, MyAT&T, My Telus, T-Mobile My Account) to understand industry standards and to identify opportunities in areas where MyIristel can improve on.
The IA and user flows were built to display how different sections of the website connected with each other. This also served as a method to determine which features should be prioritized.
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The final design aimed to consolidate multiple tasks such that an Iristel customer can seamlessly achieve their goals without having to constantly contact customer support. MyIristel is a portal attached to the existing https://iristel.com website, and is accessible upon sign up.
A centralized hub for users to view all services and products, track usage of services, add new services and to upgrade or cancel existing services.
A holistic checkout process including a credit check for pre-authorized scheduled payments, and a scheduler to book on site Iristel service installations.
Iristel's numerous products and services could be confusing to browse through. To alleviate this, a questionnaire was designed to help users find the best service or product for them.
Modernizing a legacy system came with many challenges. Users are resistant to change, but when an aging tool has reached a late stage in maturity, it becomes a burden. The decision came to retiring and replacing the legacy system with a tool that is scalable and can grow and adapt with Iristel and the telecommunications industry. MyIristel was successfully launched, and saw much usage and positive feedback by new and existing customers.
