May 24 - Jan 25
Infinera, an industry leader in optical networking, needed a redesign for their customer portal to make telecom workflows smoother and to reduce the number of escalations. I designed an experience that is now scalable, consistent and has a conversational AI-powered assistant.
Full breakdown of the case study available on request
May 24 - Jan 25
Infinera, an industry leader in optical networking, needed a redesign for their customer portal to make telecom workflows smoother and to reduce the number of escalations. I designed an experience that is now scalable, consistent and has a conversational AI-powered assistant.
Full breakdown of the case study available on request
24 - 25
Infinera, an industry leader in optical networking, needed a redesign for their customer portal to make telecom workflows smoother and to reduce the number of escalations. I designed an experience that is now scalable, consistent and has a conversational AI-powered assistant.
Full breakdown of the case study available on request
Overview
Infinera, now Nokia, is a global leader in optical networking that faced critical challenges with its customer portal: fragmented self-service tools, repetitive manual workflows, and a lack of real-time visibility into tickets, SLA status, and shipments. These inefficiencies drove escalations, slowed troubleshooting, and created frustration for customers and field technicians.
Goal
The goal was to create a scalable, automation-first portal that reduced case resolution costs, streamlined operations, and empowered customers with greater self-sufficiency.
My Role
From July 2024 to January 2025, I led the redesign of the portal and the design of an AI-powered assistant. My role spanned research, strategy, and design execution, balancing user needs with business priorities while coordinating across designers, engineers, and Salesforce specialists. The goal was to create a scalable, automation-first portal that reduced case resolution costs, streamlined operations, and empowered customers with greater self-sufficiency.
My Process
I conducted 13 user interviews, 9 stakeholder sessions, and a multilingual global survey to capture customer and business needs. I defined a North Star vision, 10 strategic pillars, and a product roadmap balancing quick wins (e.g. RMA automation) with long-term AI integration. Aligned leadership and engineering on cost-saving priorities tied directly to case resolution spend (~$40M annually). I designed high-fidelity prototypes and validated them through usability testing with international users. I analyzed industry best practices in enterprise portals and AI-enhanced CX (Forrester, McKinsey, Deloitte), shaping design direction and KPIs against market standards. I partnered with engineers to create the AI system architecture, data sourcing strategy, and early model training in Salesforce. I established the STEPS Framework (Scope, Test, Evaluate, Pilot, Scale) to guide structured AI adoption across the enterprise.
Final Outcome
We delivered a modern, AI-enabled customer portal that significantly improved usability and transparency: We designed portal with intuitive navigation, real-time ticket tracking, SLA dashboards, and proactive alerts. We enhanced self-service with automated RMA workflows, contextual troubleshooting, and guided case resolution. We integrated collaboration tools including live video, chat, and annotation features for field technicians and engineers. We designed AI Assistant that pre-fills forms, recommends solutions, routes complex cases intelligently, and learns from past interactions to refine recommendations.
Impact
The redesigned portal and AI assistant demonstrated measurable improvements. Usability testing showed a 75% reduction in task completion time, a 26% decrease in escalations, and a 15% increase in user self-sufficiency. Customer satisfaction (CSAT) rose from 50% to 79% (+29%) in post-service surveys. Efficiency gains translated into $1.2–1.5M in annual cost savings through faster resolutions and lower escalation rates.
Overview
Infinera, now Nokia, is a global leader in optical networking that faced critical challenges with its customer portal: fragmented self-service tools, repetitive manual workflows, and a lack of real-time visibility into tickets, SLA status, and shipments. These inefficiencies drove escalations, slowed troubleshooting, and created frustration for customers and field technicians.
Goal
The goal was to create a scalable, automation-first portal that reduced case resolution costs, streamlined operations, and empowered customers with greater self-sufficiency.
My Role
From July 2024 to January 2025, I led the redesign of the portal and the design of an AI-powered assistant. My role spanned research, strategy, and design execution, balancing user needs with business priorities while coordinating across designers, engineers, and Salesforce specialists. The goal was to create a scalable, automation-first portal that reduced case resolution costs, streamlined operations, and empowered customers with greater self-sufficiency.
My Process
I conducted 13 user interviews, 9 stakeholder sessions, and a multilingual global survey to capture customer and business needs. I defined a North Star vision, 10 strategic pillars, and a product roadmap balancing quick wins (e.g. RMA automation) with long-term AI integration. Aligned leadership and engineering on cost-saving priorities tied directly to case resolution spend (~$40M annually). I designed high-fidelity prototypes and validated them through usability testing with international users. I analyzed industry best practices in enterprise portals and AI-enhanced CX (Forrester, McKinsey, Deloitte), shaping design direction and KPIs against market standards. I partnered with engineers to create the AI system architecture, data sourcing strategy, and early model training in Salesforce. I established the STEPS Framework (Scope, Test, Evaluate, Pilot, Scale) to guide structured AI adoption across the enterprise.
Final Outcome
We delivered a modern, AI-enabled customer portal that significantly improved usability and transparency: We designed portal with intuitive navigation, real-time ticket tracking, SLA dashboards, and proactive alerts. We enhanced self-service with automated RMA workflows, contextual troubleshooting, and guided case resolution. We integrated collaboration tools including live video, chat, and annotation features for field technicians and engineers. We designed AI Assistant that pre-fills forms, recommends solutions, routes complex cases intelligently, and learns from past interactions to refine recommendations.
Impact
The redesigned portal and AI assistant demonstrated measurable improvements. Usability testing showed a 75% reduction in task completion time, a 26% decrease in escalations, and a 15% increase in user self-sufficiency. Customer satisfaction (CSAT) rose from 50% to 79% (+29%) in post-service surveys. Efficiency gains translated into $1.2–1.5M in annual cost savings through faster resolutions and lower escalation rates.
Workshops & Research
Stakeholder workshops and initial research sessions laid the groundwork for the customer portal redesign, ensuring telecom workflows were brought in line with both business objectives and user expectations.
Wireframes
Low- and mid-fidelity wireframes helped us validate key flows like ticket management, software license tracking, and AI-assisted support.
Design System foundation
We established a scalable design system with reusable components, ensuring consistency across the portal and enabling faster development.
AI-Powered Support
We designed an AI chatbot that streamlines troubleshooting, guides resolutions, predictive analytics, and SLA monitoring to reduce agent workload and improve transparency.
Platform Redesign for Better Case Management
We redesigned the platform with seamless collaboration, self-service automation, and personalized dashboards for faster, smarter support experiences.
Copyright © 2025
Copyright © 2025
Copyright © 2025
MattiaSorrentino
Copyright © 2025
MattiaSorrentino
Copyright © 2025