Telecom Personalized Service Dashboard
Redefining the Digital Experience in Telecom
Overview
This client has taken a bold step towards digital transformation with the launch of its 2.0 Personalized Service Dashboard, aiming to enhance customer experience and operational efficiency. The project introduced a user-centric design tailored for different personas, technological innovation, and remarkable execution within a tight three-month timeline.
Customer Profile
This client is a leading cable TV and broadband service provider in Taiwan, established in 1995. The company offers digital cable television, broadband internet, and multimedia entertainment solutions, catering to the diverse needs of both residential and business users.
Challenges
The client faced the issue of a fragmented information landscape that lacked a unified platform for data access. Internal teams, including customer service, engineering supervisors, and engineers, had to navigate multiple systems to retrieve necessary information. This led to inefficiencies and a cluttered interface that negatively impacted the customer experience.
Project Challenges
Challenge 1: Transitioning from a Monolithic to a Decoupled Architecture
The primary technical challenge was that the client's existing system did not separate front-end and back-end components. To address this, the Cloud Interactive team employed React to implement a decoupled architecture and JWT technology for user role management.
Challenge 2: Delivering Under a Tight Timeline
The project, which included requirements gathering to deployment, had to be completed within three months. Success depended on close collaboration between the client and Cloud Interactive teams, as well as effective project management.
Solution
Cloud Interactive designed a Personalized Service Dashboard for the client, enabling users to easily manage billing, handle online repairs and troubleshooting, view subscription status and customer records, and monitor network traffic and quality in real time. The project scope included project documentation, dashboard design, robust system development and testing, user training, onboarding, and post-launch maintenance support.
Project Highlights
1. A Design-Driven Approach
- Role-Based Design for Optimal User Experiences
Four distinct information layouts were created for different roles, including customers, customer service representatives, engineers, and supervisors, allowing each type of user to find relevant information quickly.
- Simplifying Complexity with Focused Design
Originally, the client proposed using a traffic light with three indicators to show system status. However, Cloud Interactive suggested retaining only a single indicator paired with descriptive text to make the dashboard information clear and easy to understand.
2. Strategic Project Management & Quick Internal Buy-In
The development teams from both sides collaborated closely to resolve issues swiftly, ensuring efficient development and technical coordination.
To streamline the internal approval process, Cloud Interactive went beyond the traditional pitch by providing both a detailed proposal and a simplified version for executives. The simplified version highlighted key points without technical jargon to accelerate buy-in.
3. Front-End Deployment and API Integration to Reduce Maintenance Costs
A key project highlight was using front-end configuration to integrate with the client's subsidiary sites APIs. This approach allowed all sites to share the same front-end code, eliminating each subsidiary's need for individual deployments, significantly lowering maintenance costs, and enhancing efficiency.
Conclusion: The Formula for Success – Technological Expertise x Unwavering Support
The project's success was the result of a true partnership and a shared commitment to delivering value beyond the software itself. At Cloud Interactive, we believe the key to a successful digital transformation lies in deeply understanding our client's challenges and working tirelessly to address them. By putting ourselves in our customers' shoes, we help them resolve their pain points and achieve meaningful outcomes.
Our team at Cloud Interactive provided end-to-end support, covering everything from requirement analysis to design and deployment. We worked hand-in-hand with this client to achieve a smooth and efficient digital upgrade in just three months—a timeline made possible by our close collaboration and shared determination.
Since the system's launch, this client remains committed to optimizing its digital services and strengthening its competitive edge. The company is currently undertaking a component-based platform overhaul to improve system flexibility and scalability, ensuring continuous service enhancement for the future.
