Enterprise SystemsMTN Business2018UX/UI Designer
B2B Client Onboarding Platform
A B2B onboarding flow cut to the shortest in South African telecoms — approved on the first presentation.
MTN Business — 2 weeksThe brief
MTN Business needed to improve their B2B client onboarding process but had very little time and limited information. The existing onboarding was lengthy, complex, and not user-friendly compared to competitors.
The approach
Conducted rapid competitive research on telecoms competitors' onboarding flows. Worked intensively with the senior sales agent to understand business requirements and user perspective. Through quick brainstorming and wireframing sessions, designed a streamlined step-by-step flow that minimized clicks and simplified the onboarding journey.
The analysis moment
“Every field we couldn't justify to the sales agent was a field we removed.”
Why
With days rather than weeks, the leverage was in scope, not visuals. Competitive research gave the benchmark; the senior sales agent knew exactly which questions actually blocked a deal.
Impact
Fewer steps, fewer clicks, and a flow short enough that it went to the board and came back approved with only minor requests.
The interface
Screen by screen
The journey
Stage by stage
Research & Requirements
5 days
- Met with senior sales agent for business requirements
- Competitive research on MTN's competitors
- User research on existing onboarding processes
- Identified pain points in current onboarding
- Created optimized functional flow
Wireframing & Ideation
3 days
- Rapid sketching sessions with sales agent
- Wireframe creation and validation
- Brainstorming to eliminate failure points
- Flow optimization to minimize clicks
- Stakeholder approval of wireframes
High-Fidelity Design Sprint
2 days
- Redesigned MTN's digital design guidelines
- Created modern interface foundation
- High-fidelity prototype development
- Kept design simple and focused on B2B
- Final preparation for board presentation
Build-ready outcome
Completed design sprint in just 2 days before board presentation. Approved on first presentation with only minor improvement requests. The redesigned digital design guidelines modernized MTN's user interface. Created the shortest B2B telecoms onboarding process in South Africa at the time.
What was delivered
- ↳Competitive Research Analysis
- ↳UI Structure & Onboarding Flows
- ↳Wireframes & Sketches
- ↳High-Fidelity Designs
- ↳Modernized Design Guidelines
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