Qvantel · Project story
Designing a flexible Sales & Care Toolbox for complex telecom workflows while bringing design closer to production.
- UX/UI design
- Technical prototyping
- Design systems
- User research
- Front-end development
At a glance
- Angular + SCSS
- A prototype built with the product technology stack
- 50% fewer clicks
- Across key workflows for the largest customer
- Shared tooling
- Design documentation developers could inspect and reuse
- Multi-market
- A baseline product supporting several customer variants
01 · Context
Background and challenges
In my first major UX role, I worked on Qvantel’s flagship Sales & Care Toolbox: a web platform used by telecom customer-care agents to manage customer interactions, subscriptions, and sales.
The baseline product supported three to five customer-specific versions, each adapted to local laws, processes, and subscription models. Even a single dialog could require a baseline design plus several customer variations.
I designed new customer features and the baseline product, built a consistent design system, prototyped interactions, and conducted research. Over three years, my role grew from UX/UI Designer to Experience Designer, contributing to UX strategy across products and internal tools.
02 · Contribution
Highlights
My contribution connected product design, research, front-end prototyping, and implementation across a complex international platform.
- Led UX and prototyping for a large telecom platform used across several international markets.
- Built a high-fidelity prototype with the product’s Angular and SCSS technology stack.
- Enabled developers to reuse production-ready HTML and CSS directly from the prototype.
- Reduced the number of clicks by 50% on key workflows for the largest customer.
- Combined analytics, personas, and direct call-centre research to improve everyday agent workflows.
- Supported customer pitches, faster feature delivery, and a stronger baseline product.
03 · Process
My approach
I began by understanding the user need, business goal, and technical feasibility with product owners, business analysts, developers, and architects. Quick sketches made ideas tangible and helped the team align early.
I mapped user flows and edge cases, moved into high-fidelity design, and kept technical stakeholders involved before building complete interactive flows in the prototype. This let us test difficult interactions and balance usability with implementation effort.
The process was deliberately iterative: sketch, prototype, test, collect feedback, refine, and polish before development.
04 · Technical prototype
Building in the product stack
I helped build a functional prototype with the same Angular, SCSS, and shared style-library foundations as the product. It had its own Git repository and internal domain, making it easy to share with stakeholders and customers.
Because it ran on the real front-end stack, technical constraints were visible during design. I could write interaction logic, test complete flows, and provide HTML and CSS developers could often reuse directly.
I added reusable components, switchable sample data, customer-specific and baseline modes, and optional concept designs. The prototype stayed ahead of production and became a practical view of both immediate requirements and future direction.
05 · Evidence
Research and real-world workflows
Google Analytics revealed where customer-care agents moved through too many layers to complete everyday tasks. Customer requests for fewer clicks on critical workflows helped confirm where flow optimisation mattered most.
I also visited a call centre in Italy to observe agents at work and discuss their processes directly. That context influenced how we structured information, navigation, and task flows.
Detailed personas for roles such as first- and second-line support agents became part of daily design work, grounding decisions in different responsibilities and user needs.
06 · Shared language
Design system and handover
The prototype became more than a design artefact. It became shared implementation tooling.
I created interactive design documentation on a separate internal domain. Developers could explore components, switch between variants, and inspect HTML and CSS in real time.
Reusable components and automated deployment made detailed interaction work faster than traditional design tools for many flows, reducing handover friction and inconsistencies.
When people occasionally mistook the prototype for the finished product, I improved communication: joining refinement sessions and stand-ups, documenting decisions, and adding a clear prototype notice. The lesson was as important as the tooling: fidelity needs context.
07 · Outcome
Impact
50% fewer clicks
On key daily workflows for Qvantel’s largest customer.
The work helped:
- Reduce implementation time and design-development back-and-forth
- Make customer-specific features faster and more reliable to deliver
- Improve the baseline product and support customer pitches
- Give agents more efficient paths through critical daily tasks
- Raise UX maturity by making design decisions inspectable across teams
The prototype helped turn design from a handoff into a shared way of building.