Backstage Platform Integration
Changing the way services are delivered within a telecommunications company.
Role: Researcher & Service Designer
Duration: 8 week sprint
There are a lot of NDA’s surrounding my work on this project. You won’t see visual deliverables or much specificty about the work but I have documented the jist of the project.
Client Brief
The primary operations of the company were dispersed across multiple platforms.
3 Platforms
Each platform was configured with dozens of capabilities.
150+ Capabilities
Each platform served many different purposes such as: ordering, billing, account management, scheduling, diagnosis.
20+ Services
Nested within each core service were dozens of distinct service subcategories.
30+ Functions
The company offers four different product lines which together contain 36 products and hundreds of distinct sub-products and configurations
4 Product Lines
There were half a dozen groups of employees, each with separate fields of expertise and training, and needs.
6 User Types
project description
The key purposes of the sprint in which I was engaged were:
Pinpoint and define empediments to activities conducted by users to develop suggestions for improvements to systems during the migration process.
Chart the complex processes of each process within each platform to propose ways in which functionalities could be merged.
Goals
I built sitemaps for each of the three platforms to reveal their current hierachry and provide a complete content inventory. I created flowcharts that demonstrated both the sequence of tasks conducted by the many system users as well as the relationship between processes and platforms.
Site Maps & Flowcharts
I participated in interviews with field technicians to learn about their activities and methodology. We also observed the ways in which technicians used the dozen+ tools to document the redundancies between tools and the problems association with using them to develop suggestions of how the experience could be improved.
User Interviews & Usability Testing
Wireframes
I created several high fidelity wireframes to demonstrate the way some of our findings could be implemented in future models.