Challenge
Omnicus, a Norwegian communication software provider, offers businesses a multi-channel platform for managing communication across phone, email, live chat, SMS, and social media. However, with a growing number of services and products, Omnicus faced increasing complexity in its user experience (UX). Their platform needed a UX/UI overhaul to simplify user interaction, improve usability, and enhance customer satisfaction. Omnicus required a reliable partner to develop and implement a comprehensive UX strategy while modernizing the platform's design to meet evolving customer expectations.
Omnicus, a Norwegian communication software provider, offers businesses a multi-channel platform for managing communication across phone, email, live chat, SMS, and social media. However, with a growing number of services and products, Omnicus faced increasing complexity in its user experience (UX). Their platform needed a UX/UI overhaul to simplify user interaction, improve usability, and enhance customer satisfaction. Omnicus required a reliable partner to develop and implement a comprehensive UX strategy while modernizing the platform's design to meet evolving customer expectations.
Solution
Baltic Amadeus initiated the project with a series of workshops and a thorough UX assessment of Omnicus’ existing platform. The assessment analyzed key functionality, user experience, and competitive benchmarks. Based on these insights, Baltic Amadeus proposed a user-centered design solution that adhered to Design Thinking and human-centered principles while also meeting WCAG accessibility standards. The design process included continuous UX/UI consulting, creation of interactive prototypes, and regular collaboration with Omnicus to ensure iterative feedback and design improvements.
The project also expanded to address strategic documentation and implementation needs. A senior business analyst joined the team to refine product documentation, while a senior developer oversaw frontend development using React, Tailwind, and Storybook. These tools were selected to ensure a scalable, modern, and accessible interface that met both client and end-user requirements.
Baltic Amadeus initiated the project with a series of workshops and a thorough UX assessment of Omnicus’ existing platform. The assessment analyzed key functionality, user experience, and competitive benchmarks. Based on these insights, Baltic Amadeus proposed a user-centered design solution that adhered to Design Thinking and human-centered principles while also meeting WCAG accessibility standards. The design process included continuous UX/UI consulting, creation of interactive prototypes, and regular collaboration with Omnicus to ensure iterative feedback and design improvements.
The project also expanded to address strategic documentation and implementation needs. A senior business analyst joined the team to refine product documentation, while a senior developer oversaw frontend development using React, Tailwind, and Storybook. These tools were selected to ensure a scalable, modern, and accessible interface that met both client and end-user requirements.
Results
The new UX strategy significantly improved Omnicus' platform, resulting in a more intuitive and streamlined user interface. This improved ease of use, helping customers navigate services more efficiently. The interactive prototypes helped Omnicus visualize and test potential solutions before full implementation, reducing risks and ensuring better design outcomes. Furthermore, Baltic Amadeus' UX/UI consulting ensured that design decisions were aligned with business goals and optimized for both usability and accessibility. Additionally, the knowledge-sharing sessions and the established knowledge database empowered Omnicus' internal teams to understand the rationale behind each design choice and ensure long-term design consistency.
The frontend development led to a functional and visually appealing user interface that adheres to high accessibility standards, ensuring that Omnicus customers can easily and efficiently use the platform’s services.
The new UX strategy significantly improved Omnicus' platform, resulting in a more intuitive and streamlined user interface. This improved ease of use, helping customers navigate services more efficiently. The interactive prototypes helped Omnicus visualize and test potential solutions before full implementation, reducing risks and ensuring better design outcomes. Furthermore, Baltic Amadeus' UX/UI consulting ensured that design decisions were aligned with business goals and optimized for both usability and accessibility. Additionally, the knowledge-sharing sessions and the established knowledge database empowered Omnicus' internal teams to understand the rationale behind each design choice and ensure long-term design consistency.
The frontend development led to a functional and visually appealing user interface that adheres to high accessibility standards, ensuring that Omnicus customers can easily and efficiently use the platform’s services.