🔥 Strategic Impact: We designed CareLink (for BT Group). This new app experience mitigates natio...🔥 Strategic Impact: We designed CareLink (for BT Group). This new app experience mitigates natio...
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Suraj Soren
• Dec 15
🔥 Strategic Impact: We designed CareLink (for BT Group). This new app experience mitigates national risk for 1.8M vulnerable customers during the PSTN-to-IP upgrade.
As Lead Product Designer, I delivered strategic transformation:
Risk/Efficiency: Developed the API-Powered Device Checker. Automates compatibility checks; drastically reducing manual contact centre reliance and ensuring compliance.
Operational Control: Designed predictive agent workflows for proactive user prioritisation.
Key Metrics:
Scale: Positive UX for 1.8M customers.
Efficiency: Streamlined processes; reduced agent handling time.
Validation: DesignRush Awards Finalist 🏆
Service Design drives efficient, responsible change.
Details: ➡️ studiosoren.com/casestudies/carelink
Completed work
MuralWondershare FilmoraUX DesignUI DesignUser ResearchFigma
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