Summary
Kyivstar is Ukraine’s largest telecommunications operator. I worked as UX designer on an omnichannel service platform covering both consumer and business customers, during a period when I was designing enterprise commerce systems on the Hybris platform.
NOTE:Draft. Scope, research and outcomes are waiting on the interview, including which channels the platform actually spanned.
The design problem
Omnichannel in telco means a customer can start something in one place and finish it in another: a tariff change begun online and completed in a store, a business account managed by several people with different permissions. The design problem is continuity. State has to survive the handoff between channels, and the customer should not have to explain themselves twice.
B2C and B2B compound this. Consumer users want speed and few decisions. Business users want control, delegation and an audit trail. Serving both from one platform means deciding what genuinely differs and what only appears to.
One information model, three mobile platforms
iOS, Android and Windows Phone each got native conventions, but the same underlying structure, so a customer moving devices is not relearning the service.
Separated B2B control from B2C speed
Business accounts needed roles, groups and delegation; consumer accounts needed fewer decisions. The shared platform diverges exactly where the jobs differ.
Made connection state explicit
A self-care app that silently shows stale balances teaches customers not to trust it, so offline and error states say plainly what is being shown.