Device Management portal on the cloud
An enterprise application to add, maintain, and troubleshoot remotely located devices across multiple timezones globally.
Client
A payment innovations company, USA
Role
Lead Product/UX Designer
Contribution
User Research
Product Strategy
Product Design
Team
Product Team x 3
Product Designer x 1
Visual Designer x 2
Engineers x 13
VISION
To maintain, troubleshoot, and update payment devices across different geographies through a central, cloud-based control system.
CONTEXT
The company has clients of various types and sizes situated in urban, semi-rural, and rural locations.
Every time a problem was reported with the device, or the devices needed an operating system update, its resolution would take a lot of time, effort, and money because the investigation would need a lot of back-and-forth communication, evidence generation, and the technician’s visit on-site. This was time consuming and expensive.
Hence, the company decided to create a cloud-based system, where all the devices were connected to a centrally located control system. This created a platform for observing all the devices together for their health reports, maintenance, troubleshoot activities, and system updates.
TARGET AUDIENCE
Engineers: responsible for monitoring and maintaining devices’ health.
Quality assurance: responsible for the troubleshooting of devices.
Back office staff: responsible for keeping the data of the devices up to date, and generating reports.
APPROACH
To streamline registrations of the devices within the platform from external databases through bulk imports.
To identify and prioritize monitoring of critical health parameters of the devices so that each could be tracked. Visual indicators were provided for early identification of sick devices.
To provide bulk operations on devices to fast-track similar actions and activities. Also, to design interfaces for detailed troubleshooting of individual devices that needed extra work.
To create schedules for firmware updates on devices located in different time-zones and their feedback mechanisms for easy tracking.
KEY FEATURES
Bulk imports: of devices from large external databases.
Bulk jobs scheduling: allowing catering to multiple devices at the same time, lack of which was reported as a pain area.
Visual indicators to show critical and most important health parameters for the devices.
Individual troubleshooting: and inspection of devices allowing handling individual service.
Dashboards: customized for each persona to give necessary access to information.
Reporting: advanced data visualization to decision makers for improvement areas.
STRATEGY EMPLOYED
• Build layers of modules to address increasing complexity.
• Curate and present only relevant data to the respective users.
• Convert multi-step complex processes & spreadsheets into smaller, simpler connected steps.
• Provide more control over data and operations using multiple crucial decision points.
MY ROLE
Product Designer: Worked with business stakeholders to understand the business processes.
User Research: Ran multiple workshops with SMEs across various geographies to understand on-ground challenges. Understood difficulties that technicians faced in remote villages and harsh environmental conditions.
Requirements elicitation: Everyday participation in business functions-related discussions, whiteboarding, brainstorming,
and prioritizing tasks to create milestones. Due to evolving knowledge of the domain, created a layered approach for addressing the increasing complexity of the platform. Drew process flows, mind maps and journey maps to identify interaction strategy.
Wireframes & prototype: for interaction design. Started from initial paper sketches to lo-fi wireframes in Sketch/Miro. Later reached the the depths to create click-through prototypes.
Managing UI team: Worked with Ul designers to create design deliverables as required for the handoffs to developers.
Held discussions intermittently with the developers to address technical feasibility and other possible shortfalls earlyon.
MY CONTRIBUTION
Facilitated discussions, interviews and workshops for complex domain-specific information exchange.
Designed Process flow, wireframes, click-through prototypes.
Worked with design and engineering team members to streamline hand-holding in a fast-paced delivery environment.