Magyar Telekom is one of Hungary's largest telecommunications service providers, offering a full spectrum of telecommunication and information and communication technology (ICT) services to individuals as well as small, medium, and large corporate clients.

Magyar Telekom aims to enhance the customer service experience, facilitate sales, and design age-appropriate and engaging user processes and interfaces.

This involves adapting to previously established backend system constraints.

A faster, more modern, and more customer service-oriented internal system specifically for Telekom.

How it started.

I put our current customer service to the test incognito, literally stepping into our users' shoes.

As an observer, without incognito mode, I examined the day-to-day work of several colleagues.

Following the observation, I engaged in conversations to learn about the current system's use and routine workflows.

Including product and idea owners in the discussion gave me a deeper understanding of the system's development background while allowing me to assess the needs from a different perspective.

After summarizing the research findings, essential and convenient functions that would keep the team busy for a longer period became clear.

Given the extensive volume of system transformation and the need for rapid adaptability of plans, it was a logical decision to use classic wireframes.

This made testing our observations smoother.

The only expectation for the interfaces was that while they should fit into the brand's previously established image, they should also feel new and fresh.

The elements of the previously established design system provided a great foundation for designing the final interfaces. After the design process, numerous new elements were added to the repertoire, thereby enriching the associated design system.

Does your current website need a refresh? Looking for more than a template solution? If you value your users and are interested in no-code, automated solutions, I’m here to help. Let me know how I can assist, and together we’ll shape the digital solutions of the future. ✨