Telecommunications
We design self-care apps for mobile and broadband operators, sales journeys that bundle a plan with a device, panels for advisors in stores, and support portals. We work with complex tariffs, number porting, mass traffic, and the requirement to comply with WCAG and the European Accessibility Act (EAA).
We have worked with leading companies and startups
Challenges
The operator's app only saves the helpline when the customer understands what they see
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„The helpline is drowning in cases the customer could handle in the app.”
Workflow research with support agents and customers, identification of the top 10 reasons people call (billing, usage, tariff change, outage), redesign of the self-care app around exactly those cases. We measure the share of cases resolved without contact and the drop in cost to serve per customer.
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„The customer configures a plan, reaches the summary and backs out.”
A UX audit of the buying journey with analytics and session recordings, redesign of the “device + plan + insurance” basket, A/B tests of the key screens (tariff choice, device configuration, number porting, summary). We measure conversion step by step, and ARPU.
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„Our outage and billing messages trigger more calls than they save.”
A UX writing audit - payment reminders, outage notifications, in-app messages. Redesign towards plain language (“We haven’t received your April payment. Pay 32 zł by 6 May to account…”), with context and a clear call to action. We measure how quickly customers respond and how many calls come from a message nobody understood.
Who it is for
Self-care, store, advisor panel - three channels, one customer journey
Whatever the channel - we hand over the design in a format the development team can read, with documentation for integrating billing systems, CRM, payment providers and the number porting mechanism, and with the auditability accessibility requires (WCAG 2.1 AA, European Accessibility Act).
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Self-care apps and customer areas
Self-service apps for mobile and broadband operators - invoices, usage, top-ups, tariff changes, fault reports, number porting. The economic goal: fewer contacts with customer care and a higher share of cases resolved independently. We turn the top 10 helpline reasons into fast journeys in the app.
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Operator stores: plan plus device
Sales journeys that bundle a plan with a device (smartphone, router, TV), instalments, insurance and a discount for porting a number. An audit of the whole funnel with analytics and recordings, A/B tests, sales copywriting. We measure conversion step by step and average basket value (ARPU).
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Advisor panels and support portals
Tools for consultants in stores and on the helpline - fast customer lookup, offer configurator, electronic signature, case escalation. Support portals with content written in human language rather than officialese. We measure handling time in store and the share of cases customers resolve without an advisor.
Process
Five steps - from the first conversation to post-launch measurement
We scale the scope to the product. For self-care apps the emphasis is on the top 10 cases that generate helpline traffic today. For operators’ online stores - on the “device + plan + insurance” basket and step-by-step drop-off. For advisor panels - on shortening the sale in store and getting the offer configuration right. For support portals - on self-service instead of a call to customer care.
- 30 min
Discovery call - 30 minutes
Online, with the lead designer. We get to know the product, the metrics you judge it by, and the regulatory context it operates in.
- Week 1–2
Audit and discovery
Analytics, session recordings, user interviews, heuristic review. The barriers people actually hit become design hypotheses.
- Week 3–6
UX/UI design
Wireframes, a prototype you can click through, the final interface. Documentation written for the team that will ship it - tokens, states and responsive behaviour included.
- Week 6–7
Validation
Tests with real users, or an A/B test in production. The design changes on the strength of what we saw, before it reaches code.
- After launch
Delivery and care
We work side by side with your developers - implementation review, fixes, additions to the library. After launch we measure and come back with the next hypotheses.
Toolkit
Platforms, integrations and regulations
- iOS / Android (self-care apps)
- WCAG 2.1 AA / European Accessibility Act (EAA)
- Operator billing and CRM integrations
- Number porting (MNP)
- Recurring payments (BLIK, card, direct debit)
- Electronic signature (Autenti, mObywatel)
- Support content CMS (help articles)
- Adobe Analytics / GA4 + A/B testing
Next step
Let us talk about your project
Tell us what you have to do. We will come back with scope and a quote.
Selected work
Selected work from adjacent fields
Our work in Telecommunications is under NDA. What follows comes from fields that wrestle with the same design problems - the Telecommunications projects themselves we walk you through live during the discovery call.
Client voices
What our clients say
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„Working with the Wzór team was a genuinely great experience! They always answered our questions quickly and were flexible about our comments. They have no shortage of creative ideas and are at the same time thoroughly reliable and on time. The end result fully met our expectations; we recommend them to anyone looking for professionals who care.”
Maja Wieloch-Silecka Operations Director, Bosfor Group -
„Our clients expect us to act fast and effectively across a very wide scope - from building a brand, through a website with a store, to running an effective sales campaign. Not an easy task, but doable when you have a tight-knit team and partners who take on challenges on the fly. For us, quality, accountability and commitment are key, and working with UX Agency Wzór gives us that 100%.”
Piotr Alberski Chief Operating Officer, Agencja XO Media -
„Our cooperation with UX Agency Wzór started with our own website. We really liked the way they work, so we decided to subcontract projects for our clients to them on a White Label basis. We loved their workflow, the way they hand projects over to our team, their documentation and their work on the design system. Now we can take on bigger risks.”
Mateusz Swół Chief Operating Officer, Sellace
The team
Who runs it
The people who run the services this industry leans on most. You talk to them directly, from the first call through to delivery.
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Aleksandra Bondar
Senior UX/UI Designer
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Katarzyna Adamczuk
Prezes, Analityk Biznesowy
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Patryk Korycki
CEO, Analityk Biznesowy
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Tadeusz Wadas
Senior UX/UI Designer
FAQ
Questions that come up most often
Do you work with WCAG and the European Accessibility Act (EAA)?
Yes - telecom operators are directly covered by the European Accessibility Act (EAA), in force since 28 June 2025. We audit existing apps, design new ones to WCAG 2.1 AA, and run testing with users with disabilities (screen readers, keyboard navigation, contrast). We hand over documentation in a format that makes demonstrating compliance to the regulator easier.
Do you design integrations with the operator's billing and CRM systems?
Yes - a self-care app and an operator store live inside an ecosystem of billing, CRM, the data warehouse and number-portability systems. We do not write the backend, but we hand over the UX design with integration documentation (API behaviour, edge cases, fallback when a system is unavailable) so the development team has a clear contract. We work with operator platform vendors when the client has already chosen a stack.
How do you shorten handling time in the in-store adviser panel?
An adviser panel is a different product from a customer app - the adviser works under time pressure, serves dozens of customers a day and uses keyboard shortcuts. We design fast customer lookup, an offer configurator with live validation, one-click case escalation and an electronic signature in a single flow. We measure the average time to sell a plan in store before and after the redesign.
Do you design customer communication (UX writing) - SMS, notifications, invoices?
Yes - UX writing is the missing link in telecoms. A payment reminder written in bureaucratic jargon delays cash reaching the operator’s account. An outage notification without context generates calls to the contact centre. We audit existing communication, rewrite it in plain, human language and validate it with customers. We measure the drop in response time and the number of calls caused by a message not being understood.
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