1. Smart Insights tool
Analytics feature redesign
Screenshot of the legacy “Lumira Zero-Click” proof of concept
Before:
Stakeholders
Product Expert (i.e Product Owner)
Engineering Lead
Development team
Customer Experience Lead
User Experience Lead (me)
UX Activities
Planned, coordinated and moderated a usability study with a number of internal participants
Delivered a brief usability report outlining improvements in the POC
Designed and iterated mockups and delivered final specs
Development support, as needed
UX sign-off
Key Outcomes
Improved Concept and Specs were drafted to address the requirements and ideas gathered during the prior research phase of the project.
6 weeks to design delivery
Positive review by Gartner blogger (link no longer available) from a feature demo at SAPphire 2017.
A Sample of Deliverables:
2. User assistance consolidation
Generating new ideas and amalgamating features
The existing Help menu and pop-up
Before:
Stakeholders
Engineering Lead
Support Engineers
Development team
Customer Experience Lead
User Experience Lead (me)
UX activities
Initial requirements gathering and UX analyses based on UCD best practices
Research of similar features and the possibility of bot functionality
Draft an initial vision
Deliver and iterate mockups and specs
Development support, as needed
UX sign-off
Key Outcomes
Target Vision Document: used for product development estimation, needed to to consolidate requirements and ideas generated during the research phase.
Delivered: Improvements to the Help dropdown menu, New "Ask an Expert" wizard (users could book time with an Enablement Specialist to assist with onboarding), new "Contact Support" messaging feature allowed IT users to directly communicate with Support to resolve even more technical issues.
Help Center Redesign: the Help dropdown changed to a dialog-menu that incorporated a search bar, frequently accessed topics and links to all resources available for knowledge and learning opportunities. The first version of the design was released and won a company-wide award for design improvements.
Bots: Throughout the process, I had engaged in a comprehensive investigation and analysis to explore the possibility of designing an automated bot that could provide enhanced assistance to users navigating our application. To guide this exploration, I led an in-depth Design Thinking activity, aimed at establishing a clear focus and defining the core values that we wanted our bot's personality to embody. After careful consideration, we found that this ambitious task was beyond our team's current capabilities and resources, so we decided to remove this feature.
Sample of Deliverables:
3. Error messaging enhancements
New global standards and specifications for errors
No consistent error message designs (!!!)
Before:
Stakeholders
Engineering Lead
Development Team
Global Support Engineers
User Experience Lead (me)
UX Activities
Initial requirements gathering and UX analyses based on UCD best practices
Deliver and iterate mockups and specs
Facilitated a feedback session with engineers from the Support team to establish collaboration in identifying and documenting common error messages
Re-design of the toast elements
UX support, as needed
UX sign-off
Key Outcomes
Guidelines for the new standards for error messaging component
Plan of action initiated for UX-Support collaboration for an improved Customer Support Experience
