BELL ENTERPRISE Self-Serve

The Bell Enterprise Self-Service site is designed to meet the complex needs of large enterprise, institutional, and government clients, providing robust account management capabilities. In my leading role in the project, I championed a strategic redesign that not only transformed the user interface but also enriched the system's functionalities. This overhaul introduced a suite of streamlined transactional processes that empowered both individuals and administrators to efficiently manage thousands of mobility subscriptions. Besides spearheading research and design, my I also creatied a promotional video using Adobe After Effects, demonstrating the improved functionality and seamless user experience. This video was pivotal in illustrating the advanced capabilities of the redesigned portal and played a crucial role in securing new prestigious contracts, notably including the Government of Canada.

Recognizing the diverse range of users—from individual account managers to high-level administrators—my approach was grounded in empathy and inclusiveness. I led a comprehensive user research initiative involving a broad spectrum of test subjects. Through in-depth interviews and interactive sessions, we gathered essential insights that significantly influenced the redesign process. This critical feedback was instrumental in identifying key user pain points and expectations, guiding the development of tailored solutions that effectively addressed diverse operational needs and user preferences.

Building on the insights gained from our thorough needs analysis, my team and I engaged in an iterative approach to the design process. This involved multiple cycles of prototype development, user testing, feedback analysis, and subsequent refinements. My leadership facilitated effective collaboration across design and development teams, ensuring that each iteration brought us closer to a solution that not only met but exceeded user expectations. The outcome was an innovative, user-centric design showcased in the promotional video, which highlighted the platform's enhanced capabilities and intuitive navigation.

The launch of the redesigned Bell Enterprise Self-Serve platform marked a significant milestone in enhancing client interactions with our services. The new design and functionalities proved to be highly effective in attracting major new clients, including prominent governmental bodies. Client feedback post-launch has been overwhelmingly positive, with particular appreciation for the intuitive self-management capabilities and the efficiency of the new system, which have significantly improved their operational workflows.

TThis project reinforced the critical importance of empathy-driven design and the power of an iterative developmental process. By placing user needs at the forefront and continuously refining our solutions based on real-time feedback, we were able to deliver a product that not only solved existing problems but also opened up new opportunities for client engagement and satisfaction. These learnings have been instrumental in shaping my approach to future projects, emphasizing the value of empathy in design and the importance of adaptability in achieving success in complex digital transformation initiatives.