In late 2017, IR invited me to come aboard and conduct the full end to end design thinking process (define, dream up, test and implement) for a SaaS platform experience to achieve two outcomes.
First, to compliment their suite of on-premises monitoring products.
Grow the base of customers by enabling new analytics products made possible by modern cloud technologies.
The cloud platform launched with a Payments Analytics product for Credit Card transactions and has since been followed up with a series of Troubleshooting products for monitoring Collaboration tools like Zoom and Microsoft Teams.
Fast forward to now, with the cloud initiative realised and contracts signed — there’s a lot to talk about!
Process of creating, updating and governing a Design System
Wherewithal in overcoming real-world challenges (Team, Budget, Pandemic, Buy-in)
Building cross-functional partnerships to establish transformational UX influence
Making the Prognosis platform enterprise ready (Service Provider Support, RBAC, Team Management, SLA, etc)
Driving problem discovery teams to ensure that we build the right thing
DesignOps Strategy: How do we scale our team, our work, our impact?
Empathy building for personas involved in Troubleshooting, Analytics and System Admin
Platform Overview
To get a quick idea of the IR Cloud Platform value proposition before learning about the impact I’ve personally contributed, check out their quick intro video.
Design Thinking Process Case Study (Password Protected)
Update: Given the amount of time that has elapsed, I have now decided to make a slightly redacted version of this unlisted case study available. Take a look to get a deeper understand of my process and the particulars of this initiative’s outcomes. If you’d still like to see the even more expanded version with a helpful talk track, jump on a call with me. I’d be happy to take you through it
Case Study: The Prognosis Story (Lite) | Read on Medium ↗︎
Case Study Preview
1. Empathise
Immerse discovery team in research insights to seed curiosity and lay ground work down for problem definition.
2. Define
Wrangle all research components into a single root cause problem statement, enabling a focused ideation phase.
3. Ideate
Set up divergent thinking workshops to generate multiple options and build on each other’s ideas instead of participants advocating their own. Factor in business viability and technical feasibility to yield top ideas.
4. Prototype
Run experiments on top ideas to rank their utility and product-market fit, culling the number of options that pass through to testing.
5 & 6. Test and Implement
Conduct usability testing to identify highest desirability and iterate to track usability improvements. Sit with developers to sustain empathy and work through edge cases until product releases and usage analytics can begin.