top of page
Digital Network
Evaluation at Desk

Streaming Client Experiences with Remote Consultancy

Project type: Web service design
Target users: Clients using remote consultancy & Consultants working virtually

My role: Project managing, UX research, UX/UI design, User Acceptance Testing


Project Background


The client had developed a web-based Enterprise Resource Planning (ERP) system for remote services, which proved to be successful. However, as the business grew, the complexity of services and tasks managed within the system increased significantly. The ERP provided flexibility for administrators to create customised task flows, but it also posed usability challenges, making it difficult for even high-level managers to identify task flows.

Task and Mission

​To address these challenges, the client expressed the need for a streamlined view that would clearly illustrate the journey from client orders to the delivery of services. This would enable informed business decisions and improve client understanding of the progress of their ordered assignments.

UX Research

Research goals

  • Identify the tasks generated by the system when specific services are set up for customers.

  • Investigate the tasks triggered by variable situations and their inter-dependencies.

  • Determine the boundary between standardised procedures and variable situations within the chain of interconnected tasks.

  • Identify the tasks that are of primary interest to customers.

  • Determine the stages of each task's progress that are of primary interest to customers.

  • Develop methods to identify the stages of each task where customer engagement is crucial.

  • Determine the data that can be systematically tracked to monitor task generation and the work progress.

Task analysis

Analysing how task generation and triggering are designed in the ERP using system data. 
Metabase BI tool and SQL were utilised

Case studies through DA

Exploring the relationship between conceptual service categories and tasks within the ERP system through case studies using data analysis that investigates the alignment of delivered tasks with services.

Interview admin users

Qualitative interviews with the service managers who designed the current task flow to gain an in-depth understanding of the service process and their goals.

Critical Path

Wholistic Visualisation of Service Flows

The identified service flows and the logic behind them are visually represented through flowcharts, enabling both higher-level management teams and admin users to develop a comprehensive understanding of the discovered service flows.

White Waves

Based on the analysis, I suggested a solution to devise the identified service flows into a new customer service website.

Client Dashboard

A centralised hub, offering customers real-time information on task flows, assignment statuses and overall progress.

Website Chart

Design Requirements

Visual & Automation

  • Visualise the critical task progresses related to service delivery.

  • Reflect real-time updates on consultants' task progress using data logged in the system.

Improve Communication

  • Foster seamless communication on the progress between consultants and their clients.

  • Enable customers to stay informed about their role in the assignment.

Empower users

  • Empower customers to take control of their services.

  • Facilitate a more collaborative and transparent working relationship between consultants and customers.

  • Enable admins design 

White Structure


  • Using Figma, created wireframes to outline the structure, layout, and functionality.

  • Developed interactive prototypes to enable stakeholders to experience the user flow and gathered feedback.

  • The UI design of the client dashboard website was built upon Bootstrap LandKit to maintain consistency with the existing client's service website.

  • Conducted usability testing and iterated on the design.

  • Collaborated closely with developers to ensure the design was implemented accurately and to meet technical requirements.


Full control at your fingertips

How it feels working with us


Testing &

Usability testing

  • Un-moderated step-by-step usability testing (tool: with representative customers

  • Testing scenario identified 9 key users' tasks.

  • Post-survey to gather testers' verbal feedback.

Phased launching
  • Gradually onboard users in waves or groups to manage the initial influx of traffic and support a seamless user experience.

  • Carefully identified customer groups based on priority features, user segments, or functional areas.

  • Conduct thorough testing and quality assurance for each phase before moving to the next.

  • Monitor system performance and user feedback during each phase to address any issues promptly.

User communication plans
  • Develop an external communication plan to inform existing and potential customers about the upcoming launch of the client dashboard.

  • Provide training materials, tutorials, or resources to help consultants familiarise themselves with the dashboard's functionality.

bottom of page