I did
I led design on an enterprise software product, that puts customer experience in the spotlight for telecom
Nokia - Internship
UX Design
UI Design
Data Visualization
What We Made
We created a prototype that lead to an enterprise product currently being sold to Industry leading clients. Our studio also sparked the creation of the Nokia Experience Center
*Due to confidentiality, limited disclosure is necessary
What does Nokia do?
Nokia makes hardware and software products that connect the world. I was focused on the software that telecom operators use to provide and maintain service.
Customer testimonial
Why we made it
Telecomunications operators were focussing on solving thousands of network problems daily, and the experience of the end user was being neglected. The telecom industry needed a way to shift focus from a problem solving perspective, to an experience first system.
Customer and Stakeholder Interviews
Design Process
User Journey Mapping
Cross-Market Research
Prototype Testing
Task-Flow Mapping
Cross-Market Research
Learning from NASA, airspace, and money
JPL’s Meridian operations software, FAA operation systems, Financial dashboards, visual coding systems, and gaming interfaces were researched and analysed.  This cross-industry analysis provided the bench mark for our solutions.
Meridian, JPL’s decision support system was a fundamental use case we used in our research
Developing a Framework
Following our preliminary resarch phase, we developed an operability framework for what a sucessful tool must include.
Context of Data
Information must be displayed in context, or else the information is useless.  The context of the information must be displayed in a way concurrent to the user’s task(s) for the data to become actionable.
Relationships in Data
Relationships between data must be visualized.  This is essential for predictive, responsive, and retroactive discovery and action.
Movement through Data
Users must be able to navigate through data in the most relevant decisional context.
Interface Flexibility
Flexibility allows the interface to adapt to the needs of the user.  This is especially necessary as the system is scaled to be used by more users, and new use cases arise in the future.
Issue Avoidance and Prediction
Problems need to surface automatically, and diagnostic tools must be provided if necessary. 
Data must be structured with the most important elements featured first, often the customer experience index.
Design Consistancy
The interface as a whole must share a cohesive design language.  This allows for a more beneficial user experience, increased productivity, and fewer potential problems for the user. 
Using the framework as an evaluation tool
Task Flow Mapping
Mapping failures of exisiting system
We evaluated Nokia’s failed system through user testing and task flow mapping. Extreme inneficieny was determined, and our framework was used to help identify oportunity areas.  This provided a base knowledge for us to begin iterating.
Optimizing task flow based on operator feedback
Automating and Empowering

Network operators rely on decision support systems to effectively and consistently make decisions.  After researching alternative DSS systems in various domains, we came up with a preliminary example of how our a network DSS could function. This formed a framework for how we could optimize task flows later on.  It involved automating problems solving, and empowing operators to make system wide decisions based on customer experience metrics.

Decision Support Systems
Data Visualization Challenge

Much ot the time I spent prototyping for the interface was put into data visualization models. Finding a way for operators to efficiently move through large and dynamic data on a decision based level, in the past present and future, was an incredible data visualisation challenge.

Customer and Stakeholder Interviews
Prototype Testing
A trip to New Jersey

Because Nokia deals is a business-to-business customer model, finding the right sources for insights was tricky.  It ended up being a combination of in house consultants who are very familiar with what Nokia's customers need, meeting with Bell Labs fellows for consultation, and visiting tier 1 through tier 3 service operators at AT&T in Bedminster New Jersey. Meeting with operators directly at AT&T (one of Nokia’s biggest customers) to user test our prototype was an extremely valuable opportunity, though I had to be careful what I said and how I framed the product so as to not impact any business dealings that were currently in place between Nokia and them.

Field Research and Testing
Murray Hill Chamber - Bell Labs

During my visit to Bell Labs I was graced with the opportunity to visit what was once the quietest room in the world. Experiencing such extreme silence makes your heartbeat, the blood rushing through your veins, your digestive system, and even your eyelids blinking sound noisy. When the door closed and the lights went off it got weird.

Complete silence
Navigating design with various stakeholders

Working in uncharted waters within a large B2B company presented many political challenges, requiring communication across many domains and stakeholders. This was a great lesson in communicating what experience design means, and how it fits into the broader scope of a massive corporation.

Balancing UX with Efficiency

Optimizing for user experience alone is not enough.  Efficiency of the system as a whole needed to be accounted for and balanced with customer experience to create a sustainable and impactful solution.

Key Learnings
Working with highly dynamic and very large data sets

The amount of data that network operators have access to is not only huge, but it’s constantly changing. This made for a highly challenging context for design from a data visualization and operability perspectives.

The Team
From Left to right: Morgan West - Digital Design and project lead, Jose De Francisco Lopez - project director, Eric Haddleton - Data Visualization, Alema Fitisemanu - visual programming
"Morgan joined Nokia Software’s Venture Studio as a member of our summer internship program in the Silicon Valley. He applied and demonstrated his design talent in the areas of user research, data visualization and interface design, and also worked double duty as an effective team leader. His job involved end users, customers, subject matter experts and senior leaders, which included Nokia executives and Bell Labs Fellows. Morgan’s creative thinking, work ethic, tireless passion and high performance consistently translated into professional deliverables that optimized for value and criticality, always mindful of stakeholders’ needs. His final project successfully addressed challenging enterprise environments such as operations centers. The outcome of that work has been integrated in commercial solutions."

— Jose De Francisco Lopez, Chief Designer and Deputy Head of Nokia’s R&D Center