Proximus – Gateway Platform Transition to the Cloud
Designing a user-centered experience for everyday users, technicians, and operators in the shift from physical BBOX to cloud services.
Stage 1. User Research
Conducted research across three distinct user groups:
Regular users, who needed to manage Wi-Fi, firewall, and remote access in a simple, intuitive way.
Technicians, who required robust tools for installation, troubleshooting, and advanced configurations.
Operators, responsible for monitoring and ensuring overall system stability.
Methods included workflow analysis, and benchmarking of existing solutions. Findings revealed the importance of:
Remote access (e.g., setting up Wi-Fi even while abroad).
Clear distinction between simple and advanced settings to avoid overwhelming regular users.
Consistency and speed across all user types to improve efficiency.
Stage 2. Ideation & Conceptualization
Mapped out end-to-end user flows tailored to each group:
For regular users: simplified paths for Wi-Fi setup, firewall control, and remote access.
For technicians: more advanced workflows with diagnostic tools and troubleshooting options.
For operators: dashboards for monitoring multiple gateways and managing alerts.
Through co-creation sessions with stakeholders, we explored solutions balancing simplicity for non-technical users with the depth required by experts. Journey maps highlighted potential pain points and opportunities for efficiency.
Stage 3. Design Execution
Wireframing
Created detailed wireframes for all core flows (setup, firewall management, troubleshooting, operator dashboards).
Ensured clarity in complex tasks by progressively revealing advanced options.
Prototyping
Built interactive prototypes simulating user interactions across different roles.
Demonstrated flows such as configuring Wi-Fi remotely or adjusting firewalls with guided steps.
UI Design
Developed the full interface using the Proximus design system, ensuring consistency with brand standards.
Prioritized a modular interface, adaptable to different user types without fragmenting the experience.
Stage 4. User Testing & Iterations
Conducted usability tests with representatives from all three groups:
Regular users tested basic tasks like Wi-Fi setup and firewall adjustments.
Technicians validated the efficiency of installation and troubleshooting flows.
Operators assessed the clarity and usefulness of monitoring dashboards.
Key findings led to:
Streamlining advanced options for technicians without cluttering the regular user experience.
Adding progress indicators for multi-step processes.
Refining error handling and status feedback for operators.
Iterative improvements ensured a platform that was usable, efficient, and scalable.
Stage 5. Final Presentation and Documentation
Delivered a comprehensive package including:
User flows for all personas (regular, technician, operator).
Annotated wireframes and final UI screens aligned with the Proximus design system.
Usability testing outcomes and iteration history.
Developer guidelines for implementing complex interactions within the cloud environment.
Outcome
The new cloud-based platform replaced the physical BBOX with a streamlined, accessible solution that allowed users to configure and manage their services anywhere, anytime. Regular users benefited from simplified Wi-Fi and firewall management, while technicians and operators gained efficient tools tailored to their advanced needs. The result was a future-proof, scalable platform improving both customer satisfaction and operational efficiency.
