Digital Smart Care

01. Context

Digital Smart Care (DSC) is an internal operational system used by customer service agents to handle customer issues, manage ticket information, and record interactions across multiple services.

This project was part of ongoing internal improvements and system alignment efforts within Telkomsel’s operational ecosystem.

02. My Role & Scope

My role focused on supporting internal agent workflows through interface improvements and form structure refinements, working within existing system constraints and design standards.

• Supporting form structure and layout adjustments
• Improving clarity of ticket information for agents
• Aligning UI updates with existing DSC patterns

03. Design Constraints

The system operated under strict constraints:

• High information density required by agents
• Strong dependency on operational accuracy over visual simplicity
• Limited flexibility in flow restructuring

04. Interface Focus Areas

Moving to high-fidelity, we utilized Telkomsel's branding guidelines (red, white, and dark grey) but introduced a cleaner spacing system to reduce cognitive load.

Mockup DSC

Order Detail Page

05. Relationship to Other Systems

This system connects closely with downstream operational tools, including technician handling and tracking workflows, acting as an upstream input for later customer-facing experiences.