Project Executive Summary
A high-impact UX analysis and strategic design initiative to define and architect a unified Agent Desktop application for UPC Poland's General Service customer care teams. The project aimed to consolidate disparate CRM, billing, and support systems into a single interface. Budget: 4,000,000 PLN CAPEX (with 3,500,000 PLN allocated to new architecture and software). The initiative covered a 6-week discovery phase, resulting in a clickable prototype and a 250-day implementation roadmap.
Technology stack: Miro, Avaya, Remedy, CRM, Billing integration, Prototyping tools (mockups/clickable prototype), Microsoft Project / Gantt, Excel.
Role Executive Summary
Design Lead / UX Analysis Lead / Lead Analyst. Led the entire 6-week UX analysis phase with designers from Hycom, conducting in-depth interviews, service blueprinting, and cognitive safaris. Facilitated multi-departmental workshops across 20 business and technical areas to update the Business Case and secure executive approval. Defined the MVP scope, built the target backlog, and produced the high-fidelity prototype that served as the foundation for the 10-sprint delivery roadmap.
Deliverables
Spearheaded the strategic development of a 4,000,000 PLN consolidated Agent Desktop architecture programme, securing executive approval, by facilitating cross-departmental workshops to update the Business Case with accurate HLD / LLD effort estimates.
Engineered the foundational MVP product concept and delivery roadmap, establishing a structured 10-sprint implementation plan for a 250-day delivery cycle, by developing high-fidelity mockups and a fully clickable prototype for iterative stakeholder validation.
Optimized customer care service delivery by mapping user journeys covering >92% of all customer contact reasons handled by General Service teams, through structured Design Thinking methodology and multi-stakeholder consultation
Orchestrated a 6-week intensive UX discovery and synthesis phase, uncovering 79% of total product requirements, by conducting in-depth consultant interviews, cognitive safaris, and Service Blueprinting workshops with Hycom designers across 20 business departments.
Managed cross-functional collaboration across 20 distinct business and technical departments (including Billing, CRM, Legal, and Security) to generate granular effort estimates totaling 80 man-days of architecture design work.
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