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.

Customer journey workshop
1


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
2

Sprint 1 : Framework Structure

Goal: How might we design a seamless navigation among applications and products?



3

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

4

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

5

6

Sprint 5 : Design System

Goal: How might we design an on-brand design system to execute product features with speed, consistency, and quality.

A comprehensive design system implemented across apps and platforms

5


Results

“The new app builder is 100x better experience.” Nationwide

6X UX Improvement

20% increase in adoption

$1M volume in Q1

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