UX/UI.

The everyday reality

The people who work in an operator's B/OSS every day now expect the same ease of use they get from the consumer apps on their phones. Help desk agents, field coordinators, NOC engineers and product managers spend hours a day in the system, and every unnecessary click, unclear label or slow-loading view adds up.

For operators and CSPs, user experience is no longer a cosmetic concern. It directly affects how quickly new staff are onboarded, how fast customer inquiries are resolved, and how many errors are made during ordering, provisioning and troubleshooting. As fiber businesses scale and value chains are divided between wholesale operators, RSPs and partners, more users with different roles and skill levels work in the same platform.

At the same time, functionality has grown with every release. Without a consistent design language, a feature-rich system risks feeling fragmented, where similar tasks look and behave differently from one view to the next.

Our ambition

Our ambition is to make everyday work in Netadmin faster and easier, so the people using it can spend less time navigating the system and more time serving their customers and running their networks.

We design for everyone who works in Netadmin: help desk and customer service agents, field and installation coordinators, NOC engineers, product and marketing teams, and wholesale partners, from daily power users to occasional users.

We are looking at a combination of a broader refresh of the user interface and continuous improvements over time, balancing a modernized experience with respect for established workflows. Our starting point is real usage: we want to learn from customers' help desk, operations and product teams where time is lost and where the interface could do more of the work.

A key aim is for new features and existing views to look and behave the same way. The journey also connects to our other journeys: a clearer interface can make the Customer Experience tools easier to use, and a modern front end fits well with our Cloud Journey.

Areas of exploration

• Modern look and feel: Exploring a refreshed visual identity across Netadmin, including an updated login experience, a redesigned sidebar and navigation, and a clearer user and profile menu. Colors, icons and typography could be aligned more closely with the Netadmin brand for a calm, professional workspace.

• Efficient data views: Operators work with large amounts of data every day. Stable, scannable tables with columns that stay in place, user-controlled table settings, and smarter, context-aware filters that only show options relevant to the customer, address or subscription in focus.

• Fewer clicks, richer overviews: Reducing the number of clicks and view changes needed to complete everyday tasks. Related information about a customer, address, subscription or service is brought together in one place, so users get the full picture at a glance instead of navigating back and forth between views.

• Smarter search: Improved search functionality that helps users find the right object or data faster, whether it is a customer, address, subscription, device or ticket. Relevant results, clear presentation and quick access to the object in question reduce time spent looking for information.

• AI-assisted interaction: Exploring how AI can support users directly in the interface, for example through natural-language search, guided workflows and an assistant that helps find information or suggests next steps. This builds on our work with MCP Services (AI), with clear control over what an assistant is allowed to do.

• Built-in guidance: Improved contextual help, with short hover texts and expandable, more detailed explanations, so users understand what a function does without leaving the page.

• Accessible and responsive: Designing for different roles, screen sizes and accessibility needs, so the interface works well for both power users and occasional users.

Related Projects

Related Journeys

Articles