01. Context
Telkomsel Business Partner Platform (BPP) is an existing enterprise system used by both external partners and internal operational teams to manage collaboration.
As the platform evolved, workflows and features were added incrementally. While functional, this resulted in fragmented experiences, unclear ownership, and increasing operational complexity.
My role was not to redesign the platform from scratch, but to improve and extend existing workflows, introduce new feature flows, and bring clarity through structured UX and high-fidelity design.
02. The Problem
Through system review and workflow analysis, several core issues became apparent:
- Fragmented workflows across different modules made it difficult to track tasks end-to-end
- Ticket status and ownership were not always clearly visible
- The platform was not functioning as a single source of truth
03. Understanding the Existing System
Instead of conducting standalone user research, the focus was on understanding how the system was actually used in practice.
This included
- Reviewing existing workflows and feature flows
- Mapping how internal teams and partners interacted with the platform
- Identifying friction points, bottlenecks, and repeated workarounds
- Aligning findings through discussions with internal stakeholders
This approach ensured design decisions were grounded in real operational behavior, not hypothetical scenarios.
04. Design Approach & Flow Improvements
The design approach prioritized workflow clarity over visual experimentation.
- Reviewing existing workflows and feature flows
- Mapping how internal teams and partners interacted with the platform
- Identifying friction points, bottlenecks, and repeated workarounds
- Aligning findings through discussions with internal stakeholders
Low-fidelity explorations were used internally to validate flow logic, followed by high-fidelity mockups to communicate decisions clearly across teams.
User Flow & System Design
Global User Flow
Ticket Detail
Ticket Escalation
Ticket Mention
This user flow illustrates how BPP manages authentication, ticket lifecycle, escalation, and cross-organization collaboration between partners and Telkomsel with clear ownership and SLA-driven workflows.
05. Prototyping Operational System
The interface design focused on supporting daily operational work — prioritizing clarity, task ownership, and decision-making over visual decoration. Each screen was designed to reduce ambiguity and reflect how the system actually operates behind the scenes.
High-fidelity prototypes were used to:
- Align product, design, and engineering teams
- Validate complex workflow changes before development
- Reduce ambiguity in ownership, status, and decision-making
Dashboard & Ticket List
Ticket Mention
Create New Ticket
Finish Create New Ticket
Added New Ticket
06. Outcomes & Impact
Rather than focusing on numerical metrics, the impact of the work was observed at a system level:
- Clearer visibility of ticket status and ownership across teams
- Better alignment between internal teams and partners
- Reduced operational confusion
These improvements helped the platform better support day-to-day operations without disrupting existing workflows.
07. Contributions
As a Product & UX Designer working on an enterprise system, my contributions included::
- Translating complex, existing workflows into usable interface improvements
- Designing new feature flows within real technical constraints
- Creating high-fidelity prototypes to support stakeholder alignment
- Supporting product and engineering teams through clear design decisions