Ericsson supports 2.5 billion subscribers globally through its networks, demonstrating its vast influence on global connectivity
Overview
Ericsson Inc. is a global leader in providing telecommunications equipment and services. With a legacy that spans 145 years, Ericsson aims to ensure that access to communications is a fundamental right for everyone. The company’s Polish branch, working closely with the Swedish and American branches, approached us for assistance in enhancing their data management and work processes.
The challange
Customer faced significant operational inefficiencies stemming from dislocated stakeholders, inadequate UX knowledge, complex data management, an increasing volume of SLA issues, and ineffective communication tools, which collectively hampered their ability to meet SLAs, prioritize tasks, and automate processes efficiently.
Solution
The solution based on AI calculations and predictions the demand for elecommunications services. The application helps identify incidents and reports issues to the SLA department.
My Role
UX Researcher and Product Designer
Year
2019
Industries
Telecommunications, Data, AI
Effected
Ericsson
Scope of work
Data Research, Process identification, Design Concept, Validation, Handover.
Improved response times led to a 3.31% decrease in overdue shipments.
Context
The main goal was to assist the Polish branch of Ericsson, working closely with their colleagues in Sweden and the USA, to build and improve a concept to enhance their work processes. The focus was on data management and design to improve SLAs (Service Level Agreements) and overall communication flow.
Solution
The AI web application module that I designed features a dynamic dashboard for tracking overdue orders from partners, providing real-time insights into delays. Additionally, the module leverages AI to suggest optimal delivery dates and identify potential issues, ensuring efficient and timely order fulfillment while minimizing risks. This functionality significantly enhances the SLA management process and improves overall operational efficiency.
Implementation of prioritization tools decreased unresolved cases by 14.09%.
Impact and key metrics
These statistics demonstrate the impact of the new solutions and highlight the gravity of the initial problems.
Decrease of overdue shipments
Reduced unresoled due cases
SLA Operatator satisfaction rate
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Learnings
Working with Ericsson was a rewarding experience that allowed me to blend technical expertise with creative problem-solving. The project's success is a testament to the power of user-centered design and effective stakeholder collaboration.
Key takeaways
Gained deeper insights into the complexities of working within a large organization and the importance of each detail in the process.
Successfully navigated the challenges of remote stakeholder alignment and lack of initial UX knowledge to deliver a solution that significantly improved workflow efficiency.
If you are working with people from corporations, speak their language, use tools like they do (Excel) to prototype.