The project consisted in creating an internal generative AI platform developed for NBN employees to streamline the creation of complex documentation. Designed to address the challenge of managing multiple document types and lengthy production times, the platform combines AI assistance with pre-defined templates to accelerate and standardise workflows. It serves not only in-house staff but also field technicians, making it a valuable tool across different operational roles. I led the UX/UI design for the project, from mapping user flows and creating wireframes to building the complete UI system and delivering prototypes ready for the developers.
01. Overview
NBN OutageRover was a concept I designed for NBN (Australia’s National Broadband Network) to demonstrate how a generative AI platform could streamline the creation of various types of operational documentation and reports. The aim was to combine AI assistance with pre-defined templates to accelerate and standardise workflows across different roles. I led the UX/UI design end-to-end, mapping user flows, creating wireframes, and building a full UI system. The concept was designed to serve both office-based staff and field technicians, offering an intuitive and efficient tool adaptable to multiple contexts of use.
02. Problem
At the time, NBN’s documentation process was manual, time-consuming, and inconsistent. Employees often had to produce bespoke reports from scratch, which slowed operations and increased the risk of errors. This was particularly challenging for field technicians, who required quick, accurate documentation while managing outages in real time.
The concept needed to show how AI could generate structured, accurate documentation quickly while maintaining flexibility and control for the user. It also needed to illustrate how the system could adapt to different roles and working environments.
Wireframes
03. Design Process
Understanding User Needs
I analysed NBN’s existing documentation workflows to identify where AI and templates could make the biggest impact. This included both operational staff creating in-depth reports and field technicians preparing quick outage documentation in high-pressure scenarios.
User Flows and Wireframes
I created user flows covering different documentation types and contexts, from full-length operational reports to concise, real-time outage updates. Each flow considered how AI-generated content could provide a first draft, while still allowing users to verify and refine details before completion. Low-fidelity wireframes helped validate these flows and ensure they were relevant to both office and field environments.
UI System and Component Library
I developed a UI component library that supported this multi-context approach. It included typography, form elements, template selectors, AI suggestion panels, and responsive layouts to ensure ease of use across devices and conditions.
Workshop
Final Design
04. Solution & Results
The NBN OutageRover concept demonstrated how NBN could:
• Reduce documentation creation time through AI-assisted drafts and pre-defined templates.
• Improve consistency across all document types with unified formatting and structure.
• Provide role-specific workflows for office-based staff and field technicians.
• Enhance mobile usability for time-sensitive fieldwork.
By presenting a detailed, role-sensitive design supported by a scalable UI system, the concept showed a clear pathway for improving operational efficiency and accuracy across NBN’s documentation processes.
