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User experience (UX) has evolved from hype to a foundation of digital solutions. As customer expectations for seamless cross-channel experiences grow, businesses are responding. We present a UI/UX case study on Omnicus, a Norwegian communication software provider. This case study covers initial requirements, our collaborative approach, the process, and outcomes.
Omnicus is a Norwegian communication software provider that empowers businesses to facilitate communication across various channels – including phone, email, live chat, SMS, and social media – to enhance sales and fuel expansion.
Given the diverse products and services Omnicus offers, it recognised the need to simplify and enhance its customers' user experience. This is why they sought a reliable partner to create and implement their UI/UX strategy, including the uplift of Omnicus UI/UX design.
After reviewing a demo of project tasks from several vendors, Omnicus chose to collaborate with Baltic Amadeus, which conducted a thorough situation analysis and proposed a unique design solution.
Initially, we conducted workshops to assess the client's current UI/UX landscape across various design considerations. Our team proceeded to analyse the existing product's UI/UX, functionality, and competitors' offerings.
After analysing the assessment results, we moved to the planning and implementation part. This consisted of continuous UI/UX consulting, UI/UX design, and the preparation of interactive prototypes for potential customer demonstrations. All provided UI/UX design decisions follow Design Thinking, human-centred design principles, core UX methodologies and the WCAG international standard. Furthermore, we introduced new ways of working to address additional client requirements.
As a result, the project team was joined by a senior business analyst to strategise product documentation and implementation. Additionally, a senior developer joined the team to oversee frontend development using React, Tailwind, and Storybook.
The set of completed tasks has already created several benefits for the client. Firstly, the executed UI/UX assessments provided clear insights for crafting a tailored UI/UX strategy, leading to more effective outcomes aligned with the client's needs. In the UI/UX design phase, we fostered collaboration by visualising and testing potential solutions iteratively, resulting in refined and user-centred designs.
Additionally, our continuous UI/UX consulting ensures that design decisions are well-informed and optimised for success. We also offered knowledge-sharing sessions and established a knowledge database so that everyone in the company understands the rationale behind design decisions.
Lastly, ongoing frontend development sets a functional user interface that covers accessibility, usability and intuitive design. This ensures an easy-to-use user experience and enables customers to use Omnicus services most efficiently.
