Proximus – Gateway Platform Transition to the Cloud

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

Led cross-functional ideation to define role-based user journeys, balancing simplicity for everyday users with advanced control for technicians and operators.

Aligned product flows around remote access, progressive disclosure, and operational monitoring to support the transition from physical hardware to cloud services.

Stage 3. Design Execution

Designed and validated end-to-end cloud-based workflows for configuration, troubleshooting, and monitoring across user roles.

Prototypes reduced complexity through progressive disclosure and guided steps, enabling confident remote management of network services.