In emergency communications, testing that ran on spreadsheets and disconnected tools was a compliance risk, and a test no one could trace was a test no one could trust.
“In emergency communications, a test you cannot trace is a test you cannot trust.”
As part of a nationwide Next Generation 911 modernization, the client needed an internal portal for agents and engineers to validate and monitor emergency call routing across regions and telecom systems. Testing relied on spreadsheets and disconnected tools, producing inconsistent workflows, limited visibility, high cognitive load, and no unified dashboard for reporting or compliance.
ML arteka began with stakeholder interviews across network engineers, test agents, and compliance officers, then used a design thinking approach to unify the experience. Three modules anchored the platform: Test Call Creation, Live Call Dashboard, and Reports and Logs. High-fidelity prototypes were built in Figma with progressive disclosure, color-coded status feedback, role-based access, and automated data anonymization with timestamped logs for full audit trails.
The result: a 40% reduction in testing time, a 60% decrease in error rates, and a significant improvement in user satisfaction and compliance readiness.
Business Outcomes
Designing an internal tool with customer-grade UX discipline delivered measurable gains in accuracy and trust.
Across regions and telecom systems.
Through clear feedback and unified workflows.
Full traceability of every call event.
The Transformation
From spreadsheets and silos to one traceable, compliant experience.
- 1
ResearchInterview Every User TypeSpoke with network engineers, test agents, and compliance officers to map operational and compliance needs. - 2
DesignThree Core ModulesBuilt Test Call Creation, a Live Call Dashboard, and Reports and Logs to configure, trigger, and monitor test calls in real time. - 3
ClarifyFeedback You Can TrustUsed color-coded status, inline validation, and progressive disclosure to reduce error and cognitive load. - 4
ComplyTraceable by DesignAdded role-based access, automated anonymization, and timestamped logs for full audit trails.
The Business Challenge
Emergency Testing on Spreadsheets
NG911 demanded real-time validation, reliable tracking, and compliance that manual workflows could not deliver.
Disconnected tools
Testing relied on spreadsheets and inconsistent workflows across regions.
Limited visibility
Teams had no unified dashboard or centralized source of truth.
Compliance pressure
Strict NG911 data and privacy standards had to be met.
Business Outcomes in Detail
What the Numbers Mean
Across regions and telecom systems.
Through clear feedback and unified workflows.
Full traceability of every call event.
Technology Snapshot
Tools and Deliverables
Internal tools deserve the same UX discipline as customer-facing products. Applying it to emergency call testing produced measurable improvements in accuracy, trust, and compliance readiness.
Executive Questions and Answers
The questions leadership tends to ask when evaluating an approach like this.
Clarity
How do you make complex telecom data usable for non-technical agents?
Progressive disclosure hides advanced data under collapsible sections, and color-coded indicators make success, pending, and failed states obvious at a glance.
Compliance
How is regulatory compliance maintained?
Automated data anonymization and timestamped logs create full audit trails, and role-based access controls protect sensitive data.
Impact
What did unifying the tools achieve?
An API-integrated dashboard removed manual dependencies, cutting testing time by 40% and error rates by 60%.
