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DCA - Deep-dive Construction management application

Gain an in-depth understanding of customer's perception of the tool.

Problem Statement

Earlier this year the product team at AWS Rev collected feedback from the customers. They observed a wide disconnect between the feedback from customers and the product usage metrics. They reached out to the UX team to perform user research to get a strong understanding of the use of Revolution across a variety of users and identify the gaps in the tool. 

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Objectives​

  • Develop an understanding of Build TIPMs (Technical Infra Program Managers) and milestone owners, including job function, jobs to be done, pain points, unmet needs, and attitudes/perceptions of the tool.

  • Identify pain points with the adoption of Revolution, including tools used outside of the system, feature gaps within the tool that requires long-term investment, and areas of opportunity for the tool. 

My role​

  • I played a role of a UX Lead on this project creating research plan, running workshops, outlining product vision, UX inputs to product roadmap, wireframes and prototypes.

  • I collaborated closely with PM, TPM, SDM, engineers. We were able to  launch 3 features as an output from this research with more on the roadmap. 

Plan of  Action​

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  • Create a Research Plan

  • Conduct the study

  • Data analysis

  • Workshop

  • Research report presentation

Research Plan & Execution
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We reached a consensus to perform a  phased-out research to make sure we are addressing some low hanging fruit as well as digging deep into the core of the problem. We decided the best methodology would be generative research to gain a deep understanding of who the customers are. This would help us identify opportunities for solutions and innovation. Phase 1 was conducting the heuristic evealuation to identify areas of opportunity, so that we could utilize available dev bandwidth to takcle some low-effort, high-impact issues. . 

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Heuristic evaluation​
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I worked with the stakeholders to identify the key tasks in Rev. Performed heuristic evaluation to measure the usability of the product based on walkthroughs. Presented the heuristic evaluation report which went into detail of
Task --> Issue --> Recommendations
to the team. 
 

Evaluation-Rev
User interviews​

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I conducted 14 one-hour semi-structured interview with build TIPMs and milestone managers. I recruited participants based on teams, role, location and level of usage.  

The interview was structured such that I focused the first 30 minutes discovering job function, tasks and responsibilities, pain points, unmet needs then spent the next 30 minutes discovering their attitude towards Revolution and specific pain points with the tool.

Screenshot 2023-05-23 at 2.13.52 PM.png
Design workshop
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After conducting the user interviews and heuristic evaluation I spent some time collating all the data collected and worked on presenting it in bite-sized easy-to-read information. 

I conducted a remote workshop to bring together all stakeholders to analyze the data and identify themes and patterns. It was a good activity to bring together all stakeholders and bring visibility to the project as a whole.  

Design workshop
Screenshot 2023-05-23 at 2.14.46 PM.png
Research Insights
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TIPMs and Milestone managers across data center build operations are using multiple tools varying based on teams and locations. We have identified a gap in the current tooling experience for build management, users are managing schedules and planning projects but they lack a seamless experience around collaborating and communicating across teams for the build projects. The interviews have helped identify that varied users are interested in varying levels of granularity based on role and team. Lack of customization hinders the users from finding the data they are tracking. Watching the participants walk me through the tool has helped me identify areas of friction within the tool. Users do not have any help and documentation resources to refer to for key user tasks. Respondents have a generally favorable experience with AWS Rev. However, there are some usability issues that need to be addressed for them to adopt the tool to become the single place to manage build schedules. 

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1. Unaddressed gap in user journey​

2. Fragmented tooling experience

3. High friction user experience

4. Lack of personalization

5. Steep learning curve

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Persona

Based on the behavioral data from the in-depth interviews I came up with two broad personas. These will help to make the right design decisions in the future for Rev. 

Conclusion​
 

  • The research report was presented to a wide audience and was well received. The direct quotes from users bolstered the insights and validated the need for improvement in certain areas. 

  • Following the report I drafted a list of recommendations based on research insights, I worked with the PM and the SDM to calculate effort and impact. As it coincided with the planning cycle, I was able to get some of the items onto the product roadmap. Also, I am proud that in the following quarters, we were able to prioritize and launch 3 features as an output of the research. 

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