OneView redesign: impacting 2,000 stores, 20,000 agents
OneView redesign: impacting 2,000 stores, 20,000 agents
OneView redesign: impacting 2,000 stores, 20,000 agents
Project Overview
Project
scope
Ambitious nationwide project to completely rethink its retail experience for agents.
Decommissioning its decade-old system, adopting existing design patterns from other agent facing applications.
Ambitious nationwide project to completely rethink its retail experience for agents.
Decommissioning its decade-old system, adopting existing design patterns from other agent facing applications.
Project
scope
Ambitious nationwide project to completely rethink its retail experience for agents.
Decommissioning its decade-old system, adopting existing design patterns from other agent facing applications.
Ambitious nationwide project to completely rethink its retail experience for agents.
Decommissioning its decade-old system, adopting existing design patterns from other agent facing applications.
Design process
1
Partnered with UX researches and store agents to analyze and identify pain points in the current system.
2
Held sessions with business stakeholders to align vision and user experience.
3
Socialized solutions to design and leadership teams.
4
Led the effort to guarantee quality, performing constant UX/UI testing.
Design process
1
Partnered with UX researches and store agents to analyze and identify pain points in the current system.
2
Held sessions with business stakeholders to align vision and user experience.
3
Socialized solutions to design and leadership teams.
4
Led the effort to guarantee quality, performing constant UX/UI testing.
Design team management
1
Led a team of 4 designers, including an onboarding mid project.
2
Managed design roadmap, creating and prioritizing design stories.
3
Facilitated daily sessions for review and collaboration.
Design team management
1
Led a team of 4 designers, including an onboarding mid project.
2
Managed design roadmap, creating and prioritizing design stories.
3
Facilitated daily sessions for review and collaboration.
Business impact
1
OneView Retail will be deployed to more than 2,000 locations across Canada.
2
Biggest redesign in the last 10 years at Rogers Telecom.
3
More than 20,000 agents use OneView.
4
Wireless transactions accounted for $10 billion dollars in 2023.
Business impact
1
OneView Retail will be deployed to more than 2,000 locations across Canada.
2
Biggest redesign in the last 10 years at Rogers Telecom.
3
More than 20,000 agents use OneView.
4
Wireless transactions accounted for $10 billion dollars in 2023.
Key challenges
1
Redesigning a 10 year old system can cause user frustration.
2
Pushing for a user centred approach where old system was solution centred.
3
Timelines were tight. Inception to launch in 7 months.
4
Technical debt limited our opportunities to design ideal solutions.
Key challenges
1
Redesigning a 10 year old system can cause user frustration.
2
Pushing for a user centred approach where old system was solution centred.
3
Timelines were tight. Inception to launch in 7 months.
4
Technical debt limited our opportunities to design ideal solutions.
Design
impact
1
OneView Retail will be deployed to more than 2,000 locations across Canada.
2
Biggest redesign in the last 10 years at Rogers Telecom.
3
More than 20,000 agents use OneView.
4
Wireless transactions accounted for $10 billion dollars in 2023.
Design
impact
1
OneView Retail will be deployed to more than 2,000 locations across Canada.
2
Biggest redesign in the last 10 years at Rogers Telecom.
3
More than 20,000 agents use OneView.
4
Wireless transactions accounted for $10 billion dollars in 2023.
Project timeline
1
March – User research.
2
April to September – MVP Design ideation + development.
3
October – MVP Launch.
4
Q1 2025 – Deploy to all retail locations.
Project timeline
1
March – User research.
2
April to September – MVP Design ideation + development.
3
October – MVP Launch.
4
Q1 2025 – Deploy to all retail locations.
Design in numbers
1
All 4 major flows redesigned: new customers, upgrading family or single plan and phones
2
On average, each flow has 50+ pages, excluding responsive designs.
3
This project includes thousands of insertions from Rogers design system library in Figma.
Design in numbers
1
All 4 major flows redesigned: new customers, upgrading family or single plan and phones
2
On average, each flow has 50+ pages, excluding responsive designs.
3
This project includes thousands of insertions from Rogers design system library in Figma.
Next
steps
1
Support frontline team on MVP launch in October/November.
2
Improve solutions based on initial feedback gathered from MVP launch.
3
Define direction for design debt not prioritized during MVP phase.
Next
steps
1
Support frontline team on MVP launch in October/November.
2
Improve solutions based on initial feedback gathered from MVP launch.
3
Define direction for design debt not prioritized during MVP phase.