Context and Objectives

In the telecom industry, managing licenses for microwave communication systems is crucial for deploying 5G networks. Before our Pathway tool, this process was done manually. It was slow and often had mistakes, making it hard to keep track of where each license request was in the approval process. This led to delays and miscommunication, which slowed down the rollout of 5G infrastructure.

Objectives:

• Streamline License Management: Make the license management process faster and reduce errors by automating tasks.

• Enhance Tracking and Visibility: Provide a clear view of each license request’s status to avoid delays and improve communication.

• Improve Workflow Efficiency: Automate the approval steps so that license requests move smoothly through the necessary departments.

• Support 5G Deployment: Help the company deploy 5G networks more quickly and reliably by improving license management.

Team & Stakeholders

Team Composition:

• UX Team: 2 UX designers.

• Development Team: 4 Backend developers, 2 Frontend developers.

• Devops: 1.

• QA: 1 Lead, 2 Testers.

• Project Manager: 1.

• Delivery Manager: 1.

Stakeholder Engagement:

• Collaborated with network engineers, planners, and senior management.

• Regular meetings with stakeholders to gather requirements and provide updates.

  
  

Challenges & Problem Statement

Challenges:

Manual Process Inefficiencies:

• The old manual system was slow and often made mistakes.

• It was hard to track each license request, leading to delays and confusion.

Lack of Visibility:

• There was no clear view of where each license was in the approval process.

• This made it difficult to prioritize tasks and manage deadlines.

Complex Workflow Management:

• Managing approvals required coordination between multiple departments.

• This increased the chances of delays and bottlenecks.

Scalability Issues:

• The manual process couldn’t handle the growing number of license requests needed for expanding 5G networks.
  
  

Problem Statement:

The main problem was that the manual license management process was slow and error-prone. Network engineers and planners had trouble tracking and managing license requests, which caused delays in deploying 5G infrastructure and increased operational costs. We needed an automated, easy-to-use tool that could streamline the entire license management process, improve visibility, and ensure timely approvals.

Process & Approach

Discovery & Research

Stakeholder Interviews:

• Conducted interviews with network engineers and planners to understand their workflows and pain points.

• Gathered firsthand accounts of the limitations of the current process.

User Observation:

• Observed engineers using existing tools to identify inefficiencies and areas for improvement.

Competitive Analysis:

• Analyzed other network deployment tools in the market to identify best practices and innovative features.

Defining the Problem

• Identified that the main issues were the cumbersome interface, slow performance, and inadequate data visualization.

• Recognized the need for a streamlined tool that could handle rapid data entry and provide clear visualizations.

Design Goals

• Create a Streamlined Interface: Develop an intuitive user interface for rapid data entry and retrieval.

• Improve Data Visualization: Enhance visual elements for better at-a-glance understanding.

• Ensure Adaptability: Design the tool to be adaptable for future technological advancements.
  
  

UX Design Process

Ideation:

• Organised brainstorming sessions using card sorting exercises to prioritize features and functionalities.

• Chose a hands-on approach to keep the momentum focused on tangible outcomes.

Rapid Prototyping:

• Quickly developed wireframes reflecting insights from the ideation phase.

• Used wireframes as visual and interactive methods to communicate ideas and iterate designs.

Design and Iteration:

• Developed interactive prototypes of the three key views: Map, Logical, and Tabular.

• Iteratively refined the prototypes based on user testing feedback.
  
  

Implementation & User Testing

Interactive Prototypes:

• Evolved wireframes into interactive prototypes, incorporating key features like improved data visualisation and streamlined workflows.

User Testing:

• Tested prototypes with end-users (network engineers and planners).

• Collected immediate and constructive feedback, leading to several iterations.

Iteration:

• Made design adjustments based on user feedback to ensure the final design aligned closely with user needs and expectations.
  
  

Leadership

Management Approach

• Led the UX team with a focus on collaboration and open communication.

• Facilitated brainstorming sessions and workshops to encourage team involvement.

• Promoted a user-centric approach throughout the project.

Decision-Making

• Prioritized features based on user feedback and business objectives.

• Worked closely with developers to ensure feasible and effective solutions.

• Made key decisions to keep the project on track and aligned with goals.
  
  

Solutions & Outcomes

Final Deliverables

To solve these challenges, we developed the Pathway – License Management Tool, an application designed to handle all aspects of managing licenses for microwave communication systems. The tool streamlined the process through three main components:

1. Microwave 0 – Dashboard:

   • Functionality: Provided a quick overview of license-related tasks like cancellations, renewals, and buildouts.

   • Features: Included a 'Deadline Analyser' to visualize and prioritise upcoming expirations and deadlines, helping users manage their tasks proactively.

2. Microwave 1 – Detailed License View:

   • Functionality: Allowed users to view detailed information about each license request, such as the request ID and site ID.

   • Features: Enabled tracking of the license status through the approval process, making it easier to see where each request stands.

3. Microwave 2 – Workflow Management:

   • Functionality: Managed the workflow for license requests by automating their route through necessary approvals.

   • Features: Automated the path from market users to regional engineering before final submission to the FCC, ensuring a smooth and efficient approval process.
     
     

Results

1. Operational Efficiency:

   • 15x Increase in Operational Efficiency for Service Operators: The Pathway tool allowed service operators to handle 15 times more licenses efficiently compared to the old manual system.

   • 60% Reduction in License Processing Time: Automating workflows and providing real-time data access reduced the time needed to process each license by 60%, speeding up 5G deployment.
     
     

2. User Adoption and Satisfaction:

   • 150% Increase in Tool Adoption Rate Among Engineers: The easy-to-use interface and improved functionalities led to a 150% increase in tool adoption among network engineers within the first six months.

Reflections and Learnings

What I Learned

User-Centric Design is Vital:

• Understanding the specific needs and workflows of network engineers and planners was crucial in designing an effective solution. User feedback guided important design choices and feature implementations.

Importance of Automation:

• Automating the license management process not only increased efficiency but also reduced human errors, showing the value of automation in complex workflows.

Effective Workflow Management:

• Designing a tool that could smoothly manage workflows across multiple departments improved overall project coordination and reduced delays.

Scalability and Flexibility:

• Ensuring that the tool was scalable allowed it to handle more license requests without compromising performance, supporting the rapid expansion of 5G infrastructure.

Collaboration and Communication:

• Close collaboration with stakeholders, including network engineers and regulatory authorities, was essential for aligning the tool’s features with real-world requirements and compliance standards.

  
  

Future Considerations

Advanced Analytics Integration:

• Plan to integrate advanced analytics and AI-driven insights to further enhance license management efficiency and predictive capabilities.

Mobile Accessibility:

• Develop mobile versions of the tool to provide on-the-go access for network engineers and planners, increasing flexibility and usability.

Expanded Compliance Features:

• Continuously update the tool to comply with evolving international and local regulations, ensuring ongoing legal compliance and smooth operations.

Enhanced User Support:

• Introduce comprehensive user support features, including tutorials, help desks, and real-time assistance, to further improve user experience and satisfaction.

Conclusion

The Pathway – License Management Tool successfully addressed the inefficiencies and inaccuracies of the manual license management process for microwave communication systems. By automating workflows, enhancing data visibility, and ensuring regulatory compliance, the tool significantly improved operational efficiency and supported the rapid deployment of 5G infrastructure. The project demonstrated the power of user-centered design and effective leadership in delivering impactful UX solutions that meet both user needs and business objectives.

As the UX Manager behind the Pathway project, I am proud to have led a dedicated team in creating a tool that not only streamlined complex processes but also contributed to the advancement of telecom infrastructure. The success of Pathway highlights the importance of combining technical innovation with a deep understanding of user needs to drive meaningful improvements in operational workflows.

Screens are recreated due to NDA concerns.