We partnered with Consolidated Communications, a broadband and business communications provider, to redesign the system their engineers use for handling outages, customer service, and network operations. Through in-depth user research and iterative design, we created a robust prototype that streamlines workflows, improves usability, and ensures the platform dynamically adapts to different user roles—all while staying within PEGA’s framework.
Our work unified critical workflows, reducing friction in outage management and customer service processes. By ensuring the prototype was clear and development-ready, we minimized implementation confusion and set the stage for a more efficient, role-based system that enhances both engineer productivity and customer support operations.
Over 12 weeks, we interviewed customer service reps, NOC engineers, managers, and supervisors to map workflows and identify pain points. This helped us define 4-5 user groups and design a more unified, efficient system with improved handoffs.
We built a platform that adapts to user roles, showing only relevant features. While working within PEGA’s limitations, we expanded its capabilities to improve usability and efficiency while maintaining enterprise compliance.
We created a high-fidelity, clickable prototype as a blueprint for development. By walking leadership and dev teams through it, we ensured clarity, minimized confusion, and set up a smooth transition for implementation.
- Component Library
- Incoming Call Sentiment Tracker
- Customizable Summary View
- Case Management Screen
- Real-time Outage Tracker
- Additional Experience Screens
