Design and development of Digital Experience Platform for telecom

Our client inherited a legacy internal task management system and a customer portal from their parent company. They needed to improve the efficiency of these systems and boost their UX to streamline their employees’ operations and help them better serve their customers. The client also needed to implement the third-party integrations that were in use at the time. So our client decided to implement a new unified Digital Experience Platform (DXP). This is a multifaceted complex platform for interaction, communication, and everyday work needs that streamlines communication with customers and allows to significantly improve user experience. However, they required assistance with defining the project scope and roadmap, designing the architecture and building the platform, as well as completing the necessary third-party integrations.

We started our cooperation with Product Discovery as it was necessary to define the project’s scope. To ensure the success of the discovery and effective cooperation with the client’s team and all the stakeholders, we conducted a series of sessions and workshops for creating a product vision. As a result of the discovery, we determined that this was a complex product that requires workflow rules. The discovery phase lasted 4 weeks and resulted in the following deliverables:

• High-level business workflow;
• Solution architecture evaluation;
• High-level project estimates, team composition, project roadmap, and timeline;
• Team allocation plan;
• List of business objects;
• List of system integrations, APIs, and endpoints;
• Design concept of the core functionality and style guide.

We have helped our client finalize the architecture of the DXP and built a strong team for implementing the project from scratch. Our team has worked closely with the client’s Product Owner, Business Owner, and Project Managers. Together with the client, we defined the Agile framework to work with and relevant attributes. During each sprint, we conducted the layout design acceptance and prepared a demo.

N-iX team has developed a new unified DXP platform that included portals for our client’s customers and internal users. We have added a wide range of features to the Customer portal, including registration, user profile, incident management, and features for billing, order management, and registration optimization. Profile functionality was also added to the Employee portal. Additionally, both portals have received various integrations with third-party services, including:

• Microsoft Office 365: (MS Outlook, MS Teams, MS Planner, MS Azure Active Directory);
• OneDrive;
• Oracle Fusion;
• Local CRM systems on Camunda.

N-iX team has integrated MS Planner into the platform using its API. To match the specific needs of our client, we have also completely rewritten its UI. Also, we have added a quick reply function to streamline communication between platform users.

Our engineers have successfully met all tech requirements of developing the DXP that were set by the client, such as using the Camunda BPM engine. We have built the PoC for Camunda integration to reduce the risk of failure and verify the validity of using Camunda. Also, with the help of Dynamic Forms, the platform was made highly configurable, allowing to make changes in business processes dynamically.

The unified platform and integrations with third-party services helped the client gain several important advantages:

• Improved employee productivity and business efficiency with a single platform that unifies all systems in a single place;
• Boosted user experience by streamlining communication with customers, which, in turn increased customer attraction and retention.