PROBLEM STATEMENT
 

Wireless Logic’s internal billing process, spanning from quoting to ordering, and invoicing was fragmented across multiple legacy systems. This created significant manual overhead, bottlenecks, and room for error. The knock-on effects were non-trivial: revenue delays, strained vendor relationships, and disjointed team workflows.

My goal was to map the end-to-end internal user experience, lay the foundation for a unified, scalable internal product to streamline the process  and identify the product opportunities.

PROCESS
 

Stakeholder & User Discovery

• Conducted 1:1 interviews with team members from the billing and commercial departments to uncover friction points, workarounds, and misalignments between theory and reality.

• Mapped out the ideal billing flow as understood by stakeholders vs. what actually happened on the ground.


• Process Blueprinting

• Created a service blueprint detailing every step required to generate accurate invoices.

• Traced manual handoffs and siloed data tools, highlighting how each delay or error snowballed through the workflow.

• Visualised how different teams jumped between tools, forming a disjointed product ecosystem.

Experience Mapping & Journey Flows

• Constructed end-to-end journeys across quoting, order management, and billing to surface inefficiencies.

• Identified manual dependencies and waterfall effects contributing to recurring complexity.

• Proposed a product-agnostic "North Star" experience, a scalable vision for how the internal ecosystem could function as a single cohesive product.

IMPACT

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Strategic UX Contribution

• Brought clarity to the ambiguity of internal tooling by reframing siloed tasks into user-centric workflows.

• Embedded UX research as a continuous feedback loop, not a one-off phase.

• Prioritised stakeholder alignment by showcasing impact: revenue risk, operational debt, and user burnout.

Early Design Impact​

• Initiated a discovery track to build an internal billing dashboard:

  • Designed to show real-time bill run progress, errors, and alerts.

  • Sketched early wireframes informed by team pain points and what data could be surfaced via tools like Grafana.

  • Ran surveys and scheduled further interviews to validate dashboard needs across broader internal teams.