My Role: Sr. Product Designer
Team:
2 Product Manager’s
5+ Implementation Partners
1 Lead Engineer SME, 7 Engineers
Timeline/Year: Over a year/2023
1) Configuring the Document Lifecycle as per customer needs was taking 10+ weeks.
2) Customers were logging roughly 500+ jira tickets per month with requests or complaints. High dependency on Engg. teams to resolve these.
3) Poor UX threatened adoption.
Problem: Slow and Complex Workflow Configuration
Team:
Competitor Analysis
Partner Alignment
Brainstorming Workshop Facilitation
Rapid Ideation + Prototyping
Concept validation + Usability Testing
Visual Design + Interactive Wireframes
Process:
Designed the self service no code Lifecycle Manager experience as part of GEP Studio which brought down configuration time by 75% & Jira requests/complaints by 60% thus boosting user adoption.
Outcome:
Clear Indication of system health on the workbench
Canvas Design & Interactions
Designing Configuration Panels for define automations
Identifying strategic AI touch points and embedding them in the UI
Here's a video prototype of the final design :)
Leveraging the Design System
Process 1
Process 2
Process 3
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Process 1
Process 2
Process 3
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Process 1
Process 2
Process 3
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Contributed to the design system by designing components that were not available in the design system such as the node cards.
Explorations
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Processes
Actions
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Document lifecycle is the sequence of states that a document goes through from its creation
to its completion. This transition is not always linear and varies as per the business process.
What is a Document Lifecycle?
Draft
Review
Approval
Signature
In Effect
Design Goal:
Creating an intuitive interface that allows the app builders to automate document state transitions, define actions and user access in order to create dynamic mapping between states and actions.
Business Goal:
To reduce time and cost of engineering so that customers can make certain configurations quickly.
Understanding the User
Daniel
Persona Type
Implementation Partner
Role
Technical Partner at Fluxym
Tools
GEP Setup Manager
GEP Build, Microsoft Excel
Story
Daniel is a GEP implementation partner who has access to a specific customer domain. As a regional partner, he requires access to specific domains from a specified start and end date.
“I am a certified GEP partner. I help customers in my region to configure their solutions”
Jobs To Be Done
Gather customer requirements
Create & manage 100's of Jira ticket’s documenting the requirements
Schedule time with relevant PM
& dev. to share requirement
Follow up on configuration timelines and delivery
Ensure accurate delivery of all customer configurations
External Stakeholder
Tech Savvy
What the current configuration process timeline looks like for Daniel
Gather customer requirements & document in Jira ticket’s
Schedule time with relevant PM & dev. to share requirement
The dev team plan’s it in an upcoming sprint depending on priority
Pro-code development begins, testing, pushing configurations to production environment
Delivery of customer
requirements
2 weeks
1 week
6 weeks
1 week
(Best case scenario was taking 10+ weeks)
HMW
How might we create an error proof process that drastically reduces the time taken to perform customer based app configurations from months to weeks/days?
The entire use case is to configure states for a document and/or its sub-document along with the document state properties (which will form condition) for specific stakeholder list. On the basis of this mapping system should provide list of actions to the stakeholders mapped.
Understanding user stories, use cases & task analysis
Ambiguous & Complex use cases affected the quality of product requirements. This ambiguity led to a trial and error approach to design ideation.
Challenge 1
Lack of a strong low code SME and heavy influence of backend engineers made stakeholder alignment difficult. This led to a longer discovery process.
Challenge 2
“The best way to have a good idea is to have a lot of ideas”
-Linus Pauling, Nobel Prize winner
Iterative Design Process (Round 1 - Rapid prototyping & testing)
Ideate &
Prototype
Test &
Validate
I explored at least 5-6 distinct ideas and after several rapid brainstorming and concept validation sessions internally within the UX team as well as cross collaboration partners.
An epic fail!
Early concept validation revealed that while the concepts were a good enhancement, but they were just that. We still weren't solving any high impact problems for the end user which was a huge threat for user adoption.
Ideate &
Prototype
Empathize
Test &
Validate
Iterative Design Process (Round 2 - back to the drawing board)
After a lot of arguing, blaming, digressing and disagreements all the key stakeholders including design, engineering, product manager and and implementation partners
aligned on a concept that was solving all the key user pain points.
Processes
Actions
Concept 1
Introduced the progress stepper at the top so that user has complete lifecycle visibility
Enhanced ability to view action master
Concept 2
Separating common actions for quick review
Easy access to details of each stage
A/B testing revealed that while users preferred the diagrammatic representation of Concept 1, they also liked the details of each stage in Concept 2.
Impact
Effort
High Impact
Low Effort
High Impact
High Effort
Low Impact
High Effort
Low Impact
Low Effort
Conducting Impact vs Effort analysis of the testing findings
The revamped user experience design brought down configuration time by 75% and made the process error proof thus boosting user adoption.
The number of Jira tickets with complaints/requests also went down by 60% which was a huge success for our team.
Impact:
This project taught me several lessons. As a Senior UX Designer oftentimes process facilitation and bringing alignment amongst stakeholders is one of the most important skill to exercise.
Reflection:
Crafted with love.
Get in touch for full time roles or say hello at
ankita.dpande@gmail.com