TechInsight - Unifying Rogers’ Legacy Tools into One Scalable Platform

Project Overview

  • Timeline: 3 years (Enterprise rollout in phases)

  • Role: Senior UI/UX Designer

  • Team: Product Owner, Business Analysts, Developers, QA, Data, and Stakeholders

  • Tools: Figma, Miro, Adobe XD, Jira, Confluence

  • Platforms: Mobile App + Responsive Web App

Summary

Rogers’ field technicians were relying on multiple outdated systems to diagnose and resolve customer issues. My role was to lead the UX design of TechInsight — a single, unified platform replacing 3+ legacy tools. Over three years, I designed, tested, and iterated this product from ideation to rollout, scaling it to 1.5M+ users across Rogers and third-party partners.

I owned the process end-to-end: research, design sprints, UI delivery, and post-release iterations to continuously refine the platform.

Business Objectives

We needed to:

  • Reduce average resolution times.

  • Consolidate fragmented tools into one intuitive platform.

  • Lower training costs by streamlining onboarding.

  • Improve first-time resolution rates and customer satisfaction (NPS).

“This tool saves time and makes us look sharp in front of customers.” — Technician Lead 

The Problem

Technicians faced serious friction in their daily workflows:

  • Switching between multiple tabs to complete one task.

  • Inconsistent data for outages and diagnostics.

  • A steep 2+ week training period for new hires.

This not only slowed service, but also negatively impacted customer trust.

“This tool saves time and makes us look sharp in front of customers.” — Technician Lead 

UX Research

To design for the field, I needed to understand the day-to-day realities of technicians.

Approach:

  • Understand real-world technician workflows
  • Audit existing systems for usability and redundancy
  • Align data capabilities with technician mental model

Key insight:

“Sometimes I have to check three places just to confirm if there’s an outage.”

This became our guiding principle: one tool, one source of truth.

Strategy & Planning

Identified 3 core workflows to prioritize:

  1. Signal Diagnostics
  2. Service History Lookup
  3. Outage Reporting

  • Designed modular, mobile-first UI blocks that could scale across devices.

  • Stayed one sprint ahead of development to sync with Agile cadences.

  • Balanced enterprise needs with usability by focusing on clarity, speed, and accessibility.

My Role & Collaboration

As the Lead UX Designer, I owned the end-to-end design process, while actively collaborating across:

  • Product + Business Analysis: To define flows and refine user stories

  • Data Teams: To surface diagnostic signals and ensure accuracy

  • QA and Testing: To align test plans with design logic

  • Technicians: To advocate for usability during UAT and pilot rollouts

  • Other UX/Product Teams: To contribute research, patterns, and design support on parallel Rogers projects

In addition, I:

  • Authored internal FAQ flows and tutorial documents to assist in onboarding and troubleshooting

  • Developed a Figma component library to maintain design consistency and streamline front-end collaboration

  • Strengthened user stories with UX acceptance criteria and eliminated unnecessary steps — simplifying the user journey while improving cross-team clarity

This wasn’t just interface design — it was service design at scale, built from the field up.

Design Process

  • Wireframes: Mobile-first dashboard sketches, scaled into responsive layouts.

  • UI Structure: Card-based designs replaced dense tables, with collapsible widgets for easy navigation.

  • Accessibility: WCAG/AODA standards — high contrast, helper texts, consistent patterns.

Complex UI challenges solved:

  • Outage map with filters, layers, and offline caching.
  • Diagnostic panel with red/yellow/green signal indicators.
  • Dark mode for readability in field conditions.

Hi-Fidelity UI / Prototypes

  • Desktop Dashboard: Unified diagnostic view with collapsible widgets.

  • Mobile App: Optimized for quick lookups on-site or in-vehicle.

  • Dark Mode: Improved usability in outdoor and low-light conditions.

    “The new dashboard feels like it was built for how we actually work.” — Field Technician

     

User Testing & Iteration

Testing:

    • 2 remote user tests with team leads.

    • 4 in-field usability tests on mobile and tablet.

Findings & Iterations:

    • V1 tables → V2 cards (faster scanning)

    • Added quick toggle between map & metrics

    • Introduced offline caching for low-signal areas.

Post Release:

    • Added error codes & calculation validation, which boosted trust and adoption.

    • Partnered with developers to validate builds using MUI standards for consistency.

Outcomes & Impact

    • 30% faster resolution times in pilot regions.
    • 20% improvement in first-time fix rates.
    • Training reduced from 2+ weeks to a matter of days.
    • Adopted across 1,000+ technicians, with scalability to 1.5M+ users.

“Beyond numbers, technicians finally had a tool they trusted and wanted to use.”

UX Methods & Tools Used

Reflection

This project taught me how to:

  • Design for low-connectivity, high-pressure field environments.
  • Balance business KPIs with user empathy.
  • Advocate for technicians in a corporate enterprise setting.
  • Collaborate seamlessly across Agile teams while staying a step ahead.

Key lesson: Designing for the field isn’t about flashy UI — it’s about empathy, clarity, and performance.