LUCA COMMS
About
LUCA was Telefónica's Big Data services unit for corporate clients, offering a comprehensive portfolio of services to meet all the data needs of businesses and organizations. LUCA provides end-to-end solutions, ranging from data management and analytics to utilizing tools and infrastructure.
I had the opportunity to work in the B2B department, where I took a large part in building COMMS, a Business Insights tool, which allows the customer to know the status of communications in your company
I worked on this Telefonica's project during 2019
My Role
Through weekly meetings with stakeholders, I took charge of creating new dashboards while maintaining and visually evolving existing ones. In addition to these responsibilities,
I also took on the role of supervising the work of two colleagues who held positions junior to mine. They reported their progress and updates to me regularly as part of the project management responsibilities I had as well as supervised the growth of the LUCA Design System, adding new components and patterns.
Researching (Benchmark, user persona, customer journey)
Product ideation workshops (Product Manager, Product Owner, Technology, UX...)
Prototyping, Content Maps, Navigation Flows, and Wireframes
UI Design and deliverables
New filter menu,open and collapsed
Navigation flow for Product discussion
Workshop: Ideation for a New Dashboard
The Project
COMMS was designed to feature a selection of panels that would provide customers with insights into their communication infrastructure, employee and customer usage, and expenses, as well as the interactions made to the company in order to enhance their services and optimize resources.
For instance, the tool would allow access to data regarding call types (landline/mobile), departments with the highest expenditure, peak-hour traffic, and more. This facilitates the detection of anomalies and provides information to optimize expenses while suggesting new pricing plans.
This tool not only aimed to improve telecommunications and expenses within an organization but also to provide information about incoming calls to enhance the experience of customers utilizing the telephone support service.
Leveraging artificial intelligence and collected data, COMMS would enable estimations of call volume to adjust bandwidth accordingly.
Workshop: Ideation for a New Dashboard
Digital Disconnection
In addition, we were also commissioned to create a Digital Disconnection Module. Its purpose was to control whether employees complied with the new Digital Disconnection policy in accordance with the Data Protection Law (LOPD).
Using available data, we were able to measure the percentage of employees who did not adhere to the policy, indicating that they were working outside of their designated business hours. Consequently, we were able to track the percentage of employees that were compliant with the policy. However, due to technical issues and limitations in the call data we had, it was not possible to directly measure the rate of employee disconnection.
Instead, my proposal was that we use the available data to measure the percentage of employees who work outside of regular business hours. By subtracting this percentage from 100, we could determine the percentage of employees who were following the prescribed job disconnection rule.
By employing this approach, we were able to gain valuable insight into employee compliance with the digital disconnection policy and identify areas where improvements could be made to ensure compliance with the LOPD.
