Product 360 in Cloud Engineering
Customer tracking tool supporting Cloud engineering services.
The goal was to provide product managers with a cohesive platform to track and grow product usage. The challenging part was designing an interface which could streamline massive amounts of data.
The main goal of the research was to understand the goals, motivation and pain points of product managers so we could design a better product for them. We conducted focus groups with 4-5 users to understand what they were expecting from the tool. What were their pain points? During one of these, we discovered we could pivot the data to cover a wider audience.
This web app had a multitude of users. The goal was to understand each and every persona and what they wanted from the app. So, the challenging part was designing the web app keeping all these personas in mind. We came up with five possible user personas. They were not radically different but had individuality with some overlap.
The key insight from all the research was we were missing out a subset of the manager persona. Some users were responsible to run monthly/ quarterly reviews. These reviews are run on a large scale where they present to the division how all the services they own are doing. How they used to go about it was reach out to all managers and service owners and create an extensive spreadsheet. This meant lot of emails and messages back and forth. We concluded that our tool already had this information at our disposal so why not use it to help run reviews.
The key features defining the redesign initiative
Manager can view how his team is doing.
Individual Contributor can view his action items and resolve them
Pivot data by service, service group or people
The next step was coming up with wireframes and presenting them to the stakeholders. After some much needed back and forth and couple of revisions we could map the user journey.