AI-Powered SMB Billing Portal for Major Telecommunications Company

Created an AI-powered billing portal projected to reduce £2.2M in annual support costs by shifting 40% of business customers to self-service digital channels. The 4-week rapid design sprint delivered dual impact: dramatic cost reduction alongside new revenue opportunities through better upsell visibility.

Role: UX Specialist | Timeline: 4 weeks | Year: 2023

Situation: A leading UK telecommunications provider's fragmented billing systems across multiple portals drove small and medium business customers to costly support channels. Approximately 40% of business customers called the contact center (£2.2M/year in agent time) for issues that could be self-served. Customers struggled to track unrecognized transactions, identify unused capacity, and gain portfolio insights, while agents lacked visibility into customer views.

Task: Co-facilitate strategic workshop and design consolidated AI-powered billing portal making digital channels the preferred choice for resolving billing challenges, reducing support costs while enabling revenue growth through better upsell visibility.

Action: I co-led a 15-hour virtual workshop over 3 days with cross-functional AWS and UK telecommunications teams, quickly discovering the fragmented billing estate created high-effort customer journeys. I designed a tailored dashboard with customizable layouts allowing customers to arrange their own views, integrated NLP chatbot capabilities with data visualization so queries could generate interactive graphs, and created a flexible persistent filtering system supporting diverse mental models. I developed proactive alert systems for unusual transactions via email, web, and text, designed interactive bills for self-service charge analysis, and created "see what customer sees" capability for agents to improve support efficiency during the remaining contact center interactions.

Result: Company stakeholders enthusiastically received the clickable high-fidelity prototype, particularly praising the rapid 4-week turnaround and innovative interaction paradigms. The solution was prioritized for implementation with projected impact of reducing £2.2M in annual support costs by shifting 40% of business customers from expensive phone support to efficient self-service digital channels. Beyond cost reduction, the consolidated billing portal positioned the company to capture previously untapped upsell opportunities through better account visibility—customers could now easily discover relevant product bundles and deals within their unified dashboard. The dual impact of dramatically lower support costs while simultaneously enabling revenue growth through improved customer engagement demonstrated the strategic value of well-designed digital experiences in telecommunications.