Service Tool in Cloud Engineering

Service tracking tool supporting Cloud engineering services. 

Overview

This is an application that provides developers and engineering teams the ability to discover and manage service health from a single place in a timely manner.

Goals
  • Redesign this Service tracking tool part of  Cloud Engineering Services.

  • The goal was to completely revamp the existing UX making it feature rich at the same time being self-explanatory for existing users and seamless on-boarding for new users.

  • Align visual design of the new product with the new Style Guide being developed.

  • Make the product feature rich to draw more users to the application and in turn realize business goals.

My Role

User Experience Designer

Deliverables

User Research

Wireframes

High Fidelity Prototype

Research

Before starting ideation we did an analysis of existing product and tried to understand the flaws and road blocks, made a note of what needs to be changed and made a flowchart and simple sketches to understand and brainstorm. 

Stakeholder Interviews

We kickstarted the research process with couple of stakeholder interviews with the stakeholders and product managers. It was crucial in figuring out the overarching goals and motivation for the redesign. 

Focus Groups

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. 

Persona Study

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. They were not radically different but had individuality with some overlap. We could broadly categorize personas in to two, manager and IC. 

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Research Insights 
  • While the old product met with needs of an individual contributor, it fell short for the manager. There was no easy way for a manager to keep track of his team.

  • 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. 

Ideation and Wire-framing 

Requirements and specific use-cases were identified. The next step was coming up with wireframes and presenting them to the stakeholders. Continuous iterations followed to perfect the flow. After some much needed back and forth and couple  of revisions we could map the final user journey.

Defining Functionalities 

The key features defining the redesign initiative

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Manager can view how his team is doing.

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Individual Contributor can view his action items and resolve them

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Pivot data by service, service group or people

Testing and Validation 

It is very important to validate every design assumption. I found remote prototype validation to be key user testing technique which worked out in this agile environment. the aim was to see if the users were able to navigate the new visual hierarchy, information structure, navigation and workflow.  Gathering quick feedback became essential to keep up with the fast paced development sprints and also reduce rework and making sure everyone was on the same page. 

High Fidelity Mockups
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