Background
Redesign of support desk screen interface.

Field research
Observations and interviews with employees in 2 cities and 5 locations.

Key findings
- Lack of English speaking sales representatives results with customer dissatisfaction especially in touristic locations.
- There is no communication channel for people have a hearing loss and people have trouble with spoken language due to some other disability.
- People who has an urgent need for communication (e.g out of battery, out of credit) see operator sales points as a place to get help.

Solution
Enabling users to get support in four different languages and sign language with video call feature. Emergency call feature allows subscribers to call all operator numbers and talk 30 seconds for free.

Result
New user interface was implemented with new features and services behind. Today, support desk helps to thousands of customers in more than 100 locations across the country.

Methods
Field Research / Observation
Use Flows
Low-fidelity wireframes
Paper Prototyping
UI Design
High - Fidelity Prototypes