SaskTel International has projects in over 40 Countries (and 6 Continents) and serves the group SaskTel (among others), which is one of the biggest telecom providers in Canada. It has an extensive software portfolio and wanted to innovate and instead of being solution-oriented, create a tool more user-centered.

My strategy as a UX Researcher was to firstly identify what were the user groups and then help them to prioritize the ones we needed to address first. Then we did a user journey workshop to learn what were their tasks and how they worked together. Finally, I presented an analysis of the challenges and opportunities for each group, which led me to 3 proposals on how to address the different issues with low, medium and high impact on their current processes.

Documentation is confidential, but I will share a couple of pictures of the workshops.

Tasks:

– Understand their main software and their features;

– Run a workshop with managers to find out who were the users and their roles;

– Run a prioritization workshop with directors to choose the target audience;

– Run a User Journey workshop for each type of user with a multidisciplinary team;

– Interview and Shadow each team of users;

– Create a workflow for each user role;

– Propose 3 solutions of low, medium and high impact.