Challenges
As part of a nationwide Next Generation 911 (NG911) modernization initiative, our client wanted to develop an internal testing portal that would allow agents and engineers to validate and monitor emergency call routing across regions and telecom systems. The shift to NG911 introduced a need for real-time validation, reliable tracking, and regulatory compliance, something their existing manual workflows could not deliver.
Before our engagement, testing relied heavily on spreadsheets and disconnected tools. This approach resulted in inconsistent workflows across regions, limited visibility into test outcomes, and high cognitive load for agents managing multiple inputs manually. The absence of a unified dashboard further complicated reporting and compliance, leaving teams without a centralized source of truth.
The challenge was to design a streamlined, intuitive, and compliant internal portal that would simplify workflows, reduce testing time, and ensure complete traceability of every call event, all while adhering to strict NG911 data and privacy standards.
Approach
We began by conducting extensive stakeholder interviews with network engineers, emergency test agents, and compliance officers to understand operational bottlenecks and compliance requirements. Our research revealed that non-technical users struggled with complex telecom data, while technical teams required advanced visibility and auditability.
From these insights, we defined a clear vision: create a unified, real-time testing experience that brought clarity, control, and compliance into one environment. Using a design thinking approach, we identified opportunities to streamline redundant steps, automate manual processes, and design for both speed and confidence.
To inform the design direction, we conducted a competitive analysis of telecom testing tools, focusing on UI patterns for error handling and data visibility. These findings inspired color-coded feedback, simplified interfaces, and modular dashboards that made the experience intuitive and transparent for all user types.
Solution
Research & Discovery
Three core modules emerged as foundational to the platform: Test Call Creation, Live Call Dashboard, and Reports & Logs. Together, these modules enabled users to configure, trigger, and monitor test calls in real time while maintaining complete visibility of system performance and call histories.
Low-fidelity wireframes were first validated through usability testing to ensure flow efficiency. The high-fidelity prototypes were then built in Figma using brand-aligned design tokens to maintain visual consistency and accessibility.
Design Process
We prioritized a design system that balanced technical depth with usability. Real-time call flow visualization gave users immediate feedback, while inline validation alerts reduced human error. Role-based access controls ensured data security and compliance, and dark mode supported prolonged operational use.
UX Challenges & Solutions
| Challenge | Solution |
| Complex telecom data overwhelming non-technical users | Implemented progressive disclosure to hide advanced data under collapsible sections. |
| Unclear feedback on call status | Introduced color-coded indicators for success, pending, and failed states. |
| Maintaining regulatory compliance | Integrated automated data anonymization and timestamped logs for full audit trails. |
| Fragmented testing tools | Unified all systems through an API-integrated dashboard, removing manual dependencies. |
Tools & Deliverables
Tools: Figma, Miro, Zeplin, React
Deliverables: User flows and journey maps, interactive prototypes, accessibility audit checklist, component specifications for development handoff.
Success
- 40% reduction in testing time
- 60% decrease in error rates
- Significant improvement in user satisfaction and compliance readiness
The introduction of the NG911 testing portal marked a transformative shift in how emergency call validation was handled. Beyond efficiency, the portal established a new operational standard for reliability and traceability in emergency communication testing. By combining human-centered design with technical rigor, the solution ensured that every test could be run, tracked, and audited with confidence,contributing to a safer, more resilient NG911 infrastructure.
Key Takeaway:
Designing internal tools with the same UX discipline as customer-facing products leads to measurable improvements in accuracy, trust, and performance.
