Syniverse
The Challenge
Legacy Clutter Crushes Productivity
Syniverse, the global backbone for telecom connectivity, was struggling. Its legacy portals—bloated with decades of fragmented features—were frustrating users and driving customers away.
Pain Points
80% of users engaged with 20% of features, disjointed workflows forced reliance on manual processes.
Approving roaming agreements required toggling between 3 portals, Excel sheets, and email chains.
32% of B2B clients cited integration headaches as a dealbreaker, threatening Syniverse’s market leadership as competitors offered sleek alternatives.
"Nobody's touched the portal, or the application, because it doesn't give you the information you need."
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Decision-Maker
The Approach
Discovery & Insights
Conducted 21+ contextual interviews with admins, CXOs, and field teams.
Defined 3 role-based archetypes:
Overseers (strategic decision-makers), Makers (technical operators), Facilitators (client-facing teams).
Key insight: Users wasted 1–2 hours daily reconciling data across 12 siloed portals.
Design Sprints & Validation
Ran 2-week Agile sprints with Syniverse’s product and engineering teams.
Mapped user journeys to prioritize high-impact features (e.g., single-sign-on workflows).
Built wireframes in Figma, validated through 3 rounds of usability testing.
Systematic Execution
Created a modular design system (Angular Material) with 50+ reusable components.
Replaced technical jargon with plain-language UI, aligning with Syniverse’s bold brand palette and IBM Plex Sans typography.
The Solution
We reimagined the platform as a dynamic, story-driven experience—much like reading your favorite newssite. Instead of static, overwhelming dashboards, users are greeted with clear headlines and a data that instantly communicated the “big picture.” This approach ensures that insights are immediately actionable, guiding users to focus on what truly matters.
Mobile-First: Built from the ground up for mobile, Whether on desktop or mobile, users effortlessly access tools and data, ensuring seamless usability across devices.
Modular Design: Inspired by the organized simplicity of a bento box, data is presented in digestible, purpose-driven cards. Each card surfaces specific product insights—such as real-time alerts or performance metrics—allowing users to quickly pinpoint priorities.
Peronalized: The home screen adapts to individual workflows, displaying only the most relevant tools and data to minimize clutter and boost efficiency.
Intuitive Data Visualization: Crafted a streamlined visual framework turns complexity into clarity. Real-time indicators, simplified charts, and a refreshed color palette—borrowed from high-performance brands—ensure insights are instantly understandable.
"Real-time alerts would be a game-changer. I can address issues before they escalate, which keeps our customers happy."
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Resell Partner
The Outcomes
The redesign didn’t just declutter Syniverse’s ecosystem—it unlocked measurable business outcomes. By aligning design with real user needs, reclaimed 15,000+ hours annually, accelerated decision-making, and reinforced Syniverse’s leadership in a competitive market.
Simplify Complexity
Collapsed 12 portals into one role-based platform, reducing manual tasks.
Interactive dashboards cut decision time by 65% with roaming analytics tailored to users.
Design for Trust
19% fewer support tickets via intuitive self-service tools and plain-language UI.
40% faster client onboarding with guided workflows and role-based dashboards.
Future-Proof
30% faster development with standardized Angular design system, eliminating redundant code and streamlining workflows.
Modular dashboards let teams plug in new analytics widgets (e.g., IoT roaming trends) in days, not months.
