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 minimal usage, as most customers preferred calling customer service to handle account and service-related matters. The outdated design and poor user experience made it difficult for users to complete tasks independently, leading to inefficiencies for both customers and staff.
To address these challenges, a new portal was built from the ground up, featuring a modernized interface and improved functionality. Several existing features were revamped, while new features were implemented based on market research and user feedback. The goal was to create a self-service platform where users could efficiently manage their accounts, reducing the need for support calls and improving overall customer satisfaction.
"How might we provide a better service management experience to cater to the modern day user?"
Iristel’s marketing team provided existing user data and personas, which were repackaged and repurposed to inform key design decisions for the MyIristel customer portal. In addition to leveraging internal insights, a competitive analysis was conducted on similar portals, including MyRogers, MyAT&T, MyTelus, and T-Mobile My Account. This analysis helped identify industry standards, highlight best practices, and uncover opportunities where MyIristel could possibly differentiate itself from the other telecom services.
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 consolidated multiple tasks into a unified, intuitive interface, allowing Iristel customers to manage their accounts, services, and billing without the constant need to contact customer support. MyIristel is now integrated with the existing Iristel website and is accessible to users upon signing up, offering a more streamlined digital experience.
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 presented numerous challenges, particularly due to user resistance to change. However, when a tool reaches the later stages of its lifecycle, it becomes a hindrance, creating inefficiencies and frustration. Faced with this, the decision was made to retire the outdated system and replace it with a more scalable and flexible solution—one that could grow alongside Iristel and adapt to the evolving needs of the telecommunications industry.
The new system, MyIristel, was designed with both current and future needs in mind, offering enhanced functionality, and the scalability required to support Iristel’s ongoing growth. After its successful launch, MyIristel quickly gained traction and received positive feedback from both new and existing customers. Users appreciated the intuitive interface, streamlined navigation, and ability to manage their services more efficiently without relying on calling customer support.
