Simplified Services Management
This project was to design a Web application that simplified managing the services offered to and used by customers.
Platform: Web Application
My Role
Lead UX Designer
2015
I worked closely with the project owner and a small group of users to analyze and redesign the the service management activities.
The reimagining of the user's tasks was informed not only by the services and data involved, but also with an analysis of users' needs for interacting with customers and technical specialists which I performed.
Using an activity-driven model for structuring the user experience, I created early screen designs in Azure and ideated the design concepts with users, project managers and developers.
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Later designs were rendered in Sketch. I worked with a visual designer to create icons and enhance the visual design.
Setting the Stage
The Landing Page as a Nexus of Data-Driven Management Activities
User interviews and Day-in-the-Life analysis of how users worked focused attention on management activities as a primary organizing foundation for the design.
Design Thinking exercises that investigated organizing work around a) the customers who needed services, b) the services being managed, and c) the management activities indicated that the first steps in performing management activities required access to customer accounts, service directories and other data.
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This data-driven approach supported a multidimensional structure that enabled users to initiate activities in different ways and on a case-by-case basis. The task-related and workflow benefits this approach gave to the user were determined to justify the implementation complexity they introduced.
User Needs for Landing Page​
Access to:
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Customer Portfolio
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Service Directory
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Status Information
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Various Extended Resources
Early design concepts rendered in Azure and Sketch
Initial Concept
Organized by Management Activities combined with access to extended resources
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Created before a deeper analysis of activities was performed
Iterations and Variations of Top-Level Architecture
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Organized by management activities and data access as primary navigation
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Content categories identified
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Content items included
Visual design enhancements done in collaboration with a visual designer
Refined Iterations and Variations
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Visual design
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Navigation
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Screen Layout
