I designed an authentication, authorisation and accounting (AAA) platform that allowed the client, a wireless internet provider (WISP), to set up and manage networks for small and large hospitality organisations like hotels and student accommodations.

TEAM

1 Product Owner, 1 PM, 3 Engineers

MY ROLE

Product Discovery and Ideation, UX Design, User Research, UI Design

DURATION

July 2020 - Oct 2021

STATUS

Shipped

DISCOVER AND DEFINE

Disjointed admin tools, a lack of accurate data, and a manual billing process

After doing some initial research on AAA platforms, interviewing the client and technical staff, I established the initial scope of the project and the core business goals.

Centralise and Improve

We needed to centralise and improve the day-to-day management of visitor-based networks (VBN), which is an admin heavy task, that relies on a couple of separate SaaS products and platforms.

Introduce B2C Services

We needed to introduce ‘self-service’ management of VBNs for hospitality organisations.

This would enable them to manage networks within their buildings without the need for professional IT support.

Improve FinOps

The solution had to reduce large overhead created by cumbersome payment integrations and poorly understood network data.

User Stories

IDEATE

UX for multi-tenant architecture, and B2B and B2C use-cases

To accommodate the needs of various users and business use-cases, the system had to cater for Super, Admin (WISP staff) and Customer (hospitality organisations) accounts, as well as offer customers like large property groups or hotels and student accommodations, a ‘self-service’ interface that would afford them the ability to manage devices in their buildings, monitor data usage, and bill guests accurately.

<aside> 🤝 I facilitated remote discovery and ideation workshops with key stakeholders to establish use cases, and information architecture.

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I used Miro as an ideation tool and to visualise the concepts within the system.