February, 2023 — 5 months
Wave — Increasing billing workflow efficiency in telecom
How we built the MVP of a B2B billing platform that made our client's billing workflow 600x faster and saved around 56 hours per analyst each month.
Context
Originally Nomo, a 100% digital mobile carrier, Wave was born to redefine customer experience in Brazil. Our journey evolved, leading us to turn into B2B model, where we partnered with large telecom companies, acting as a tech provider to drive internal impact.
This case study documents how we built a billing tool for the telecom market, starting from identifying opportunities within our client's billing pain points.
The opportunity
We first spotted some problem inside an active client's billing process.
To validate if these were industry-wide, we engaged with other companies through interviews and process reviews.
The pain points proved repetitive across all companies we interviewed, confirming a pattern.
1
Complex, outdated software
2
Poor performance
3
Limited tech support
4
Lack of data consistency
Recognizing the scope of the opportunity, we set out to build a focused billing solution that addresses these core pain points and can scale across telecom companies.
Discovery
1
The process was unnecessarily complex, with too many manual steps that increased the risk of human error.
2
The current billing software was slow and often took days to process all the required information.
3
Invoice disputes were frequent due to inconsistencies caused by the current billing system.
Design foundations
Error prevention
Simplicity
Break work into small, clear tasks to reduce cognitive load
Solution
A single interface containing all information necessary for the billing team's workflow, eliminating the need to navigate multiple pages or external tools.
Users can now view relevant invoice information like status, total value, and process errors. They're also able to navigate through tabs based on their workflow stage
With async invoice processing, users can manage other tasks while waiting, improving efficiency
