Strategic CX Platform
Overview
Designed and led UX for Telkom's Strategic Customer Experience Platform — a B2B SaaS product enabling enterprise clients to manage customer journeys. Responsible for end-to-end product experience from research to shipped features.
Design Process
Stakeholder alignment
Facilitated 11 design tribe teams across Telkom tech commercialization
CX Audit
Analyzed 200+ customer journey maps to identify top friction points
Design Standards
Established design standardization across 11 product teams
A/B Testing
Ran 12 experiments across checkout, onboarding, and dashboard flows
Metrics Framework
Built CX measurement framework aligned to business KPIs
Outcomes & Impact
Checkout conversion improved by 38%. D30 retention up by 24%. NPS score increased from 34 to 61 across B2B client base.
Putri Wulandari
PM & UX Lead
AI Product Manager & Service Designer based in Jakarta, ID.
Project Info
Client
Telkom Indonesia
Category
B2B SaaS
Year
2023
Key Metric
+38% Conversion