← Back to the hiveIn-house role, Blue Chip Technologies, 2024-25

USSD Flow Manager with role-based access

USSD journeys and access rules for users with different permission levels.

−30%user errors

Role: Product Designer, in-house
Company: Blue Chip Technologies
When: 2024-25
Focus: USSD journeys, access rules

The problem

What was getting in the way

USSD has no screen to lean on. Every menu step has to make sense on its own, and different users see different options depending on their permissions.

No screen to lean on

USSD is text on a small dialog. No icons, no layout, no second page to explain things.

Every step stands alone

Each menu has to make sense on its own, because it is all the person can see.

Different people, different menus

What someone sees depends on their permissions, so one journey is really several.

Try it

Dial in and try it

Choose a role, press call and move through the menus. Same number, different options.

Illustrative recreation. The real product is confidential, so the menus, names and data here are samples built for this page. The results quoted on this page are real.

Dial in as

Everyday self-service. Same number, different menu.

What this role can reach

Check balanceavailable
Buy airtimeavailable
Helpavailable
Register customerhidden for this role
Change limitshidden for this role

Try this

Press a number that isn't on the menu. You stay where you are, with a plain message on what to do, and the session carries on.

*123#

Press call to start

The approach

How it was done

Design every journey
Designed each USSD journey from the first dial to the last message.
Write the access rules
Set the rules for what each permission level can see and do.
Map every state
Mapped each menu state for each type of user, so no path was left to chance.

The result