Redesigning Data Tables: Telstra ICM platform SIMs list

The IoT Connection Manager (ICM) application by Telstra serves as a crucial tool for businesses to manage their SIM cards. However, users have reported several usability issues with the SIMs list page, a core component of the application. This report aims to explore these issues and propose a redesign to enhance user experience.

The SIMs list page in the ICM portal is designed to provide users with detailed information about their SIM cards. It utilizes a table format with up to 38 columns that users can customize to show or hide based on relevance. However, this extensive number of columns, many of which are enabled by default, forces users to rely heavily on a horizontal scroll bar. This scrolling mechanism often lags and causes frustration, especially on smaller screens such as tablets and laptops. Users find themselves viewing only a small portion of the available columns at any given time, which makes navigation cumbersome and time-consuming.

To gain a deeper understanding of these issues, we conducted detailed customer interviews. We recruited participants who frequently use the SIMs list page and asked them to share their experiences and pain points. One of the key revelations from these interviews was the manual workarounds users employed to achieve their desired outcomes. For instance, users often had to download the data from the SIMs list table, import it into Microsoft Excel, and use Excel's filter function to remove unwanted rows. This process was necessary because the SIMs list page did not allow users to combine the functionality of filtering and downloading, meaning users could not download a prefiltered list of SIMs.

The interviews revealed that while users appreciate the functionality and overall utility of the ICM platform, they struggle with the current layout of the SIMs list page. The most common tasks performed include viewing SIM details, tracking data utilization, activating SIMs, and managing plans. However, the need to constantly scroll back and forth to find information was a major pain point. The columns are not arranged in any logical order by default, and critical information is often hidden from view.

Users expressed a desire for a more intuitive and efficient interface. They want the most important information to be readily accessible without the need for excessive scrolling. Customization is highly valued, with users frequently utilizing custom columns to tailor the view to their specific needs. However, the process of customizing and rearranging columns needs to be more user-friendly.

One significant finding was the need for enhanced functionality. Users reported that the current system offers limited options for managing SIMs. For instance, the inability to pause plans, turn off SIMs, or perform diagnostics directly from the SIMs list page were cited as major drawbacks. Participants also found the term "Manage Groups" to be confusing, as it was not clear what actions this button enabled without prior knowledge or experimentation.

Based on these insights, several design recommendations emerged. First and foremost, minimizing the need for horizontal scrolling is crucial. This can be achieved by displaying only the most critical columns by default and allowing users to easily customize and reorder these columns to suit their needs. Logical arrangement of columns, with frequently used ones placed first, will significantly improve navigation and reduce the time spent searching for information.

To further enhance usability, we propose introducing vertical scrolling instead of horizontal scrolling, which will accommodate more columns in a single view and be more intuitive for users. Additionally, the interface should adapt seamlessly to different screen sizes, ensuring a consistent user experience across all devices.

Enhancing the functionality of the SIMs list page is also essential. Adding options to pause plans, deactivate SIMs, and perform diagnostics directly from the list will provide users with greater control and flexibility. Clarifying the functionality of the "Manage Groups" button with a more descriptive label will reduce confusion and improve usability.

In response to the manual workarounds identified during the user interviews, we have added the functionality to filter and download data directly from the SIMs list page. This allows users to download a prefiltered list of SIMs, eliminating the need to use external tools like Microsoft Excel for data management. This improvement meets the needs of many users and significantly enhances the overall user experience.

In conclusion, redesigning the SIMs list interface in the IoT Connection Manager application is essential to address the current usability issues and enhance user experience. By implementing these design recommendations, Telstra can create a more intuitive, efficient, and user-friendly platform. This will not only improve customer satisfaction but also ensure that the ICM application continues to meet the evolving needs of its users.