Design a Unified Digital Platform Experience
Innovate the IT Service Management clunky, a decade-old tool to provide better UX for the IT Analysts.
Client
Syniverse
Case
Design a single-pane-of-glass experience for developers who love to build messaging apps
Role
Head of Design, UX and Branding
Capabilities
UX Strategy, Design Direction, Design System, Team Lead, UX Workshops
Challenge
Disparate consoles and platforms make the onboard process a clunky, time-consuming mixtures of on-line and off-line procedures
Solution
+ Reimagine the logged-out experience to provide helpful context and all necessary learning tools for developers to feel confident to sign up
+ Once he signs up, designed a guided experience to hand-hold the developer to build his first app seamlessly
Role
+ Establish the direction, vision, and methodology for the execution of each design project
+ Hands-on designing the end-to end experiences
+ Develop the Design System to give UX guidance to designers and developers
+ Build meaningful relationships within the organization between the Design team and cross functional teams
Process
DISCOVERY
Access the current landscape
In this phase, I conducted 3 components to quickly gather the understanding the problem space:
Evaluate existing to quickly identify and
Holistic inventory of components across all consoles to identify gaps for a robust Syniverse design system
to understand real-world usage, breakdowns and workarounds of current UI; and to gain insight for design of new features by observing and interviewing users
The customer journey
Through 1 week long in-person workshop, as a team, we have identified 4 areas where the customers interacted with Syniverse offerings: Learn & Explore, Evaluate & Purchase, Onboard & Activate, Use & Upgrade.
DEFINE
Define the roadmap for design
+ Focus on the design-led process to retool the framework structure
+ Prioritize the Needs of Developer’s on messaging app building is the core of the MVP
+ Releases in phases iterative approach, refining the solutions based on customers’ feedback as we go
Define the users
Through the persona exercise, 5 archetypes had emerged. I guided the team to home in on each of the persona’s challenges/goals/needs based on their motivations.
Define the Design Strategies
We narrowed down to 3 major design sprint to focus solutions for:
Sprint 1 : Framework Structure
Sprint 2 : Messaging App Builder design
Sprint 3 : Documentation Revamp
Sprint 4 : Reimagine the public facing website
Sprint 5 : Design System
Sprint 1 : Framework Structure
Goal: How might we design a seamless navigation among applications and products?
Sprint 2 : Messaging App Builder Design
Goal: How might we guide Rolland, the Developer to build his first messaging app using a Syniverse API within 5 minutes?
A 3 step process to guide the Developer to build his messaging app with Syniverse API
Sprint 2 : Messaging App Builder Design
Goal: How might we guide Rolland, the Developer to build his first messaging app using a Syniverse API within 5 minutes?
A 3 step process to guide the Developer to build his messaging app with Syniverse API
Sprint 5 : Design System
Goal: How might we design an on-brand design system to execute product features with speed, consistency, and quality.
Upon the new Syniverse visual language established from their recent rebranding exercise, I built a design system that can unify the visual experiences for other 3 silo products, Syniverse Symphony, My Syniverse, and Syniverse Intranet. The entire effort took 1 month long for getting buy-ins from the executives and stakeholders. I then spent 4 sprints to complete library of UI components.
The main win for us as a Syniverse team (Product, Design, and Engineer) was increase of 50% velocity because we had a reusable components to build features hence go to market 30% faster.
View Syniverse Design System
Results
“The new app builder is 100x better experience.” Nationwide
6X UX Improvement
20% increase in adoption
$1M volume in Q1
50% improved velocity
30% faster to market
