Telecom SME Portal
A B2B self-service portal for ordering devices, managing users, and handling accounts.
Duration
8 months
Role
Product Designer
Tools
Figma, Sketch, InVision
The Challenge
A major UK telecom provider needed a self-service portal for their SME customers — businesses with 2-100 active accounts. This segment represented over 50% of their B2B market.
The existing process was entirely phone and email based. Customers had to call to order devices, email to add users, and wait for invoices to be sent. It was slow, frustrating, and expensive to support.
The goal: move 100% of these customers to a digital self-service experience.
8
Months
50%+
Of B2B market
100%
Users moved to digital
My Role
I designed most of the features, flows, and UI for the application:
Device & SIM ordering — Browse catalog, compare options, configure add-ons, bulk ordering User management — Add/remove users, assign devices, manage permissions Account management — View and download bills, upgrade/downgrade plans Support integration — Help center, ticket system, contact options
I also created reusable UI components within the existing brand guidelines.
Design Deep Dive
Account Dashboard
Replaces a fragmented mix of phone calls and emails. SME admins get immediate visibility into their account — active lines, monthly spend, pending orders, and recent activity in one view.
Quick actions surface the four most common tasks without any navigation.
Device Catalog
Browse the full device range with business-relevant filters. Clear per-month pricing includes both the device and plan cost — no hidden totals at checkout.
Staff can shortlist for comparison or add directly to a bulk order.
Configure & Order
Device detail lets admins choose storage, colour, and plan in one view. The live order summary on the right updates as options change, so the total is always known before committing.
Quantity control enables bulk ordering for the whole team in a single transaction.
User Management
Invite team members, assign lines, and manage roles without calling support. Admins can see exactly how many lines each person has and what they cost.
Pending invites are surfaced prominently so onboarding doesn't fall through the cracks.
Billing & Invoices
Monthly spend breakdown by category — plans, add-ons, international, and one-off charges. Admins can identify cost drivers at a glance and download any past invoice.
Current balance and due date are shown prominently, with a direct pay button to avoid late fees.
Order Confirmation
Clear confirmation with order number, full summary, and a live status tracker. Admins know exactly where their order is without calling support.
Credit check status is shown inline — previously a black box that frustrated customers.
Good morning, Alex
Your account is up to date
47
+3 this month
£2,340
↓ £120 vs last
12
2 pending invite
2
Est. delivery 2d
Quick Actions
Recent Activity
iPhone 15 Pro
256GB · Space Black
Samsung S24 Ultra
256GB · Titanium
Google Pixel 8 Pro
128GB · Obsidian
iPhone 15
128GB · Midnight
Samsung A54
128GB · Awesome Black
SIM Only – 30GB
Unlimited calls & texts
iPhone 15 Pro
A17 Pro · 48MP · Dynamic Island
Storage
Colour
Choose a Plan
Business Essentials
10GB data
Business Unlimited
Unlimited data
Business Pro
Unlimited + 5G priority
Order Summary
12
Total Users
47
Active Lines
£195/mo
Avg Spend
Current Balance
£2,340.00
Due 30 Apr 2026
Last 3 Months
£7,080.00
Avg £2,360/mo
Active Lines
47 lines
£49.79 avg per line
April Breakdown
Invoices
April 2026
£2,340.00
March 2026
£2,460.00
February 2026
£2,280.00
Order Submitted
Order #ORD-2026-00841
Order Summary
iPhone 15 Pro 256GB · ×1
Business Unlimited Plan
Order Status
Account Dashboard
Replaces a fragmented mix of phone calls and emails. SME admins get immediate visibility into their account — active lines, monthly spend, pending orders, and recent activity in one view.
Quick actions surface the four most common tasks without any navigation.
Good morning, Alex
Your account is up to date
47
+3 this month
£2,340
↓ £120 vs last
12
2 pending invite
2
Est. delivery 2d
Quick Actions
Recent Activity
Device Catalog
Browse the full device range with business-relevant filters. Clear per-month pricing includes both the device and plan cost — no hidden totals at checkout.
Staff can shortlist for comparison or add directly to a bulk order.
iPhone 15 Pro
256GB · Space Black
Samsung S24 Ultra
256GB · Titanium
Google Pixel 8 Pro
128GB · Obsidian
iPhone 15
128GB · Midnight
Samsung A54
128GB · Awesome Black
SIM Only – 30GB
Unlimited calls & texts
Configure & Order
Device detail lets admins choose storage, colour, and plan in one view. The live order summary on the right updates as options change, so the total is always known before committing.
Quantity control enables bulk ordering for the whole team in a single transaction.
iPhone 15 Pro
A17 Pro · 48MP · Dynamic Island
Storage
Colour
Choose a Plan
Business Essentials
10GB data
Business Unlimited
Unlimited data
Business Pro
Unlimited + 5G priority
Order Summary
User Management
Invite team members, assign lines, and manage roles without calling support. Admins can see exactly how many lines each person has and what they cost.
Pending invites are surfaced prominently so onboarding doesn't fall through the cracks.
12
Total Users
47
Active Lines
£195/mo
Avg Spend
Billing & Invoices
Monthly spend breakdown by category — plans, add-ons, international, and one-off charges. Admins can identify cost drivers at a glance and download any past invoice.
Current balance and due date are shown prominently, with a direct pay button to avoid late fees.
Current Balance
£2,340.00
Due 30 Apr 2026
Last 3 Months
£7,080.00
Avg £2,360/mo
Active Lines
47 lines
£49.79 avg per line
April Breakdown
Invoices
April 2026
£2,340.00
March 2026
£2,460.00
February 2026
£2,280.00
Order Confirmation
Clear confirmation with order number, full summary, and a live status tracker. Admins know exactly where their order is without calling support.
Credit check status is shown inline — previously a black box that frustrated customers.
Order Submitted
Order #ORD-2026-00841
Order Summary
iPhone 15 Pro 256GB · ×1
Business Unlimited Plan
Order Status
Key Design Decisions
Dashboard-first — SME admins need quick visibility into their account. Active lines, monthly spend, pending orders — all visible immediately.
Streamlined purchasing — The old process required multiple calls. The new flow: browse → select → configure add-ons → review → order. Clear pricing throughout.
Bulk operations — SMEs often need to order multiple devices or manage multiple users. Built for quantity from the start.
Self-service billing — Download invoices instantly. No more waiting for emails or calling to request statements.
Outcome
The portal successfully moved 100% of SME customers from phone/email to digital self-service.
What I delivered: • Complete portal design — dashboard, device catalog, purchase flows, account management • Intricate add-on configuration for device orders • User management system for SME admins • Reusable component library within brand guidelines
Impact: The portal eliminated the need for customers to call or email for routine tasks, significantly reducing support overhead while improving customer satisfaction.