Ericsson Cloud RAN CPI Portal: Transforming a Knowledge Hub into a Scalable Service Platform
I facilitated and redefined the Cloud RAN CPI portal as a Strategic and UX designer, serving as a knowledge hub for operators, customer units, development teams, and support teams.
The goal was to transform a dense, text-heavy platform into a more intuitive and visually engaging experience by applying the Ericsson design System guidelines.
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The knowledge was there. Finding it wasn’t.
Ericsson's Cloud RAN CPI Portal is a centralized documentation hub, allowing users to track changes, revisions, updates, code samples and examples.
It has extensive technical documentation supporting solution architects, integration engineers, customers, content owners, and teams worldwide.
For engineers deploying critical infrastructure, if the knowledge exists but is unreachable, the infrastructure will likely not be deployed correctly. This causes frustration and risks failure. -
Evaluate user satisfaction with the current design.
Identify user patterns in the navigation.
Identify areas for improvement.
The objective of the study was to answer the key research questions and validate internally
assumptions about the present state of the UX experience of the portal, focusing on its navigation and the user journey. -
Leading design across a complex stakeholder landscape.
Navigating organisational complexity and competing priorities. -
Leading design initiatives while managing diverse stakeholder interests.
Navigating organisational complexity and balancing competing priorities.
What drives the users when navigating the solutions and product pages?
Key research question
Present state:
What drives the users when navigating the solutions and product pages?
Future state:
How should the UX experience of
the portal better support the users to achieve their outcomes?
Motivation
Multiple insights and suggestions from user interviews were collected to improve the navigation and
communication.
The user patterns in the navigation can inform future design decisions and enhance fulfilment.
Rationale
The need for investigation on potential improvements; the high risk of not doing it will cause decreasing user satisfaction and be losing customers at the decision stage of the journey.
Purpose
To have an open conversation to understand better why the users make certain decisions.
Goal
To understand:
How easy it is for users to accomplish basic tasks.
How quickly they can perform tasks.
What are their gain, pain points, and needs.
Questions
Tell me about you;
What is your background?
which department are you from? What is your role there?
Walk me through your day to day at work.
How do you use the portal? Why?
Which sites do you interact with the most? Why?
Do you like to use? What do you like the most?
Tell me about the last time you used it and found it challenging? Why?
Is there anything you want to add?
How the experience can be improved in the future?
Research set up
Description will be added soon.
Description will be added soon.
Research wall
Acting as a central hub, where research findings, notes, and other relevant materials are displayed and organised to connect the dots and support me in the research process.
User Journey
Content will be added soon.
One question that changed everything
What are they trying to accomplish, and where does this platform get in their way?
What users told.
Finding
11 of 11 flagged search
Improve search with filters and tags
9 of 11 couldn't compare releases and parameters
Recommendation
Direct side-by-side content comparison.
7 of 11 found content too technical
Structured onboarding: pedagogical entry point before technical depth.
Using the Ericsson Design System.
Built for the User
Content will be added soon to describe one of the flow examples.
What Cloud RAN CPI Portal taught me.
Working with different stakeholders showed me that making good design choices depends on staying in touch, making sure everyone is on the same page, and having honest discussions.
By involving stakeholders from the beginning, I was able to achieve results that lasted. The co-creation process I used focused on finding solutions that would stick, not just on reaching quick agreement.