TELUS Digital - AI Platform
About the Company
TELUS Digital (formerly TELUS International) designs and delivers digital solutions that enhance customer experience (CX) for global, fast-moving brands.
Project Overview
I worked within the AI Data Solutions team to improve a proprietary platform used by TELUS’s global network of internal teams and contributors. The platform supports complex workflows such as sourcing, evaluation, and productivity tracking, and manages a large community of contributors performing tasks like transcription, annotation, and translation.
Date:
2022 - 2025
location:
Tampere, Finalnd
Tools Used:
Figma
Illustrator
Photoshop
Google tools
Case Study : End to End project
My Role
As the sole designer in this project, my focus was on improving usability, scalability, and consistency across the platform. Key responsibilities included:
Contributed to and expanded an existing design system, improving visual consistency and supporting new feature development.
Improving key workflows for internal teams and contributors.
Leading UX improvements that automated manual tasks, saving ~$1M annually.
Creating implementation-ready designs in Figma and supporting platform migration.
Collaborating daily with developers, PMs, and users in an agile setup.
Context
The goal was to simplify, unify, and automate production processes across internal teams. The urgency was high: the primary operational tool was outdated and scheduled for deprecation.
Throughout this project, I worked closely with a product manager to align user needs with business goals and rapidly deliver solutions.
Throughout this project, I worked closely with a product manager to align user needs with business goals and rapidly deliver solutions.
Challenges and Constraints
Tight timeline due to tool deprecation.
Difficulty scheduling user interviews across different time zones.
Limited access to team members during critical stages.
Primary Research and key findings
We launched a detailed survey across four production teams, each supporting a major client. The 35-question survey explored their workflows, the tools they relied on, and their reasons for using them. The survey was distributed by the product manager, and together we analyzed the responses to uncover key insights:
Disconnected workflows and inconsistent practices across teams.
Each team developed its own processes, making collaboration and knowledge sharing difficult.
Heavy reliance on manual tracking prone to errors.
Many teams still used spreadsheets or emails to track contributors, leading to frequent mistakes and delays.
Redundant tool creation between teams, causing inefficiencies.
Several teams had built separate internal tools to solve similar problems, duplicating effort and wasting resources.
To better visualize the challenges and opportunities, we mapped out the existing tools and workflows used by each team, alongside a proposed streamlined process and unified toolset:
Design Approach
To standardize the production teams' workflows, we integrated new functionality into the platform. This allowed us to streamline processes and ensure consistency across teams, making the system more efficient and adaptable to their needs.
We prioritized two critical workflows:
We prioritized two critical workflows:
1. Real-time Contributor Tracking
Pain Point: No real-time data on active contributors.
User needs:
Project Managers: Instantly view contributor availability.
QA Members: Track and assess contributor work status in real time.
2. Simplified Absence/Resignation Requests
Pain Point: Outdated absence request process (emails or old tools).
User needs:
Freelance Contributors: Submit requests easily without composing emails.
Production Teams: Access a centralized, automated record system.
MVP Solutions
To address these needs, I began defining the user flow and designing MVPs for two key functionalities:
Production Tracker:
A real-time, automated dashboard showing contributor availability and project engagement status.
My Availability:
A contributor-facing tool to submit absence and resignation requests, automatically reflected in the Production Tracker.
Production Tracker
I developed the Production Tracker MVP by identifying key information needed for project initiation and completion. I consulted with production team members across client projects, and after analyzing their feedback with the project manager, we introduced several automated status types to streamline the process.
Lifecycle Status:
Indicates whether a contributor is assigned to another project or available for a new one.
Profile Status:
Reflects whether a contributor is actively working or absent.
Project Status:
Displays the contributor’s current situation within the project.
The names of these statuses were based on terms familiar to the production teams.
Production Tracker MVP example
My Availability
I developed My Availability as a platform for contributors to submit absence requests or resignations. These updates were automatically reflected in the Production Tracker, allowing the production team to view real-time data on active contributors for each project.
My Availability MVP example
After collaborating with project managers, production team members, and developers through several feedback sessions, I refined the design to align with product goals. Once the key aspects were finalized, I moved on to prototyping to create an interactive representation of the final product.
Prototyping
I created prototypes based on feedback, ensuring they aligned with business requirements. The prototype covered key scenarios and user flows while remaining flexible for future updates. After completion, I shared it with developers and product managers.
Production Tracker prototype example
My Availability prototype example
Testing
Testing played a key role in refining the design. I shared the prototype with internal users and Project Managers to validate usability. The feedback was highly positive, with users noting the new features would greatly streamline their workflows. After implementing refinements, I handed the design to the QA team for thorough usability testing.
Next step and what I learnt
After implementing the MVP, other production teams expressed interest in migrating to the platform.
As functionality requests grew, we added new features to My Availability and the Production Tracker. The increasing scope highlighted the need for more flexibility in the initial design, such as customizable labels and columns.
Moving forward, we aim to enhance the platform’s automation and flexibility, integrating more aspects of the production workflow. A key feature in development is allowing teams to view evaluation results of contributors’ work.
As functionality requests grew, we added new features to My Availability and the Production Tracker. The increasing scope highlighted the need for more flexibility in the initial design, such as customizable labels and columns.
Moving forward, we aim to enhance the platform’s automation and flexibility, integrating more aspects of the production workflow. A key feature in development is allowing teams to view evaluation results of contributors’ work.
Seibun Design System
In addition to designing new features, I contributed to updating and expanding the design system, Seibun UI, ensuring consistency and scalability across the platform.
Seibun UI
Example of Seibun UI components
Context
The AI platform underwent several transitions and rebranding phases, revealing that some components were outdated or from third-party libraries. To ensure a consistent and seamless user experience, it was necessary to update the design system.
Reference and structure
We benchmarked established design systems and, after discussions with developers, chose Carbon Design, Dell Design System, and Material Design as our primary references.
We then organized the components into six categories: Style Tokens, Input Controls, Data Display, Information Components, Navigation, and Layouts.
We then organized the components into six categories: Style Tokens, Input Controls, Data Display, Information Components, Navigation, and Layouts.
Adding Components
I added or updated components across various categories whenever I saw the need for them while developing new features or flows.
Workflow
I usually followed the following steps when there were components that needed to be added or updated there was a components that needed to be added or updated, I usually followed the following steps.
Create a draft component with examples of its behavior (sometimes as an interactive prototype).
Review with developers and designers during weekly design system meetings to assess feasibility and avoid redundancy.
Revise based on feedback.
Review the revisions in Slack or ad-hoc meetings.
Add the component and documentation to Figma and publish.
Send the component documentation to the development team for integration into the Storybook component library.
Holding the weekly meeting with the developer team ensured clear communication and streamlined the implementation of the design system.
Examples of components and component behavior documents
What I learnt
This experience deepened my understanding of design systems and their role in maintaining consistency, scalability, and alignment with user needs.
I also saw how a strong system accelerates wireframing and prototyping, which was crucial for the end-to-end(E2E) project. Additionally, it strengthened my collaboration with cross-functional teams, ensuring smooth communication and seamless transition from design to implementation.
I also saw how a strong system accelerates wireframing and prototyping, which was crucial for the end-to-end(E2E) project. Additionally, it strengthened my collaboration with cross-functional teams, ensuring smooth communication and seamless transition from design to implementation.