B2B customer portal revamp

2022–2023 · Product · Slovak Telekom · B2B portal · Self-service · UX

Context

Slovak Telekom’s enterprise customers — businesses ranging from small offices to large corporates — depended on a self-service portal for a wide span of everyday tasks: managing services, viewing invoices, ordering changes, raising tickets. Like most B2B portals built up over years, it had grown by accretion: feature next to feature, with tradeoffs piling up. The result was a portal that solved most jobs but rarely felt easy, and which leaned on call-center contact for tasks that should have been self-serve.

Challenge

Rebuild the B2B portal as the digital front door for Slovak Telekom’s enterprise customers — making it the first place a customer goes for the most common jobs, and the place they actually finish them, rather than dropping out to a phone call. Do it without a multi-year rip-and-replace; ship value continuously to a live customer base.

What I did

I led the cross-functional product effort to revamp the B2B portal end-to-end. That meant: framing the portal not as a feature inventory but as a small set of customer jobs that needed to be done well, prioritizing rebuilds against impact on the highest-volume B2B journeys, running the work in short delivery cycles that put real changes in front of customers continuously rather than in a single big-bang launch, and coordinating across product, design, engineering, operations, and the customer-facing teams whose feedback shaped each iteration.

Specific design decisions traded ergonomics for clarity in a few places — for example, simplifying option trees, exposing fewer-but-better-named actions, and reducing the number of clicks required to complete the highest-frequency tasks.

More work