A designer’s guide to

Redesigning a Complex System — a UX Case Study

Designing digital products is always challenging, but designing a complex system is another level of difficulty.

Photo by Victor Garcia on Unsplash

I had the opportunity to lead the redesign of a major company solution called MediaCMS, which centralises the management of all of BCE’s customer media content.

For the past 10 years, the product has had to adapt to different market demands while retaining the base product. This situation led to the creation of a very complex system, difficult to maintain and develop.

So what exactly is a complex system, you may be asking? Well, in the case of MediaCMS, it is a digital product with many interdependencies, aimed at many different types of users with numerous systems relying on one another to work in harmony. MediaCMS centralises content management, work and distribution in one tool. Customers can place their orders into the system; these are then managed and tracked, and finally, those same customers are then invoiced, all through the MediaCMS.

For the redesign, there was a lot to take into consideration regarding harmonisation between the systems and the users.

What is the company, and what does it do?