EmmanuelCuevas.

Challenge

The challenge specifically with this project was to make a solution that could be smooth and efficient for all the clients that were affected by the RedHat/IBM acquisition. Offer more services to the MCMP and maintain third party apps in just one place.

By providing a platform that allow the users to purchase, maintain and operate services for third party cloud services without interruptions was a high priority for this project.

My role

I was responsible for creating wireframes, user experience, and user interface. Afterward, create prototypes to test our outputs with users and document the outputs. I had to present the outcomes to the CX-level executives in charge of the RedHat/IBM acquisition.

Persona

Craig is a Senior developer, lives in Austin, TX, and he's 41 years old. He is considered the Guru in his organization due he's skills in DevOps and Agile, and he is the evangelist. He has limited visibility when he is searching for services in his organization. Has no control over the approval process. When he asks for a service, he can't view where he is in the approval process.

The Process

1. Discovery phase was performed with stakeholder interviews, market investigation, and comparison states with competitors. Use Design Thinking framework attributes like Persona definition, Empathy maps, Journey maps, Ideation, etc.
2. Define the problem statement for the most reachable pain point.
3. Define journey maps for future states in the solution. Create lo-fi wireframes to identify the platform's flaws and create blueprints for the complete process using service design
4. Create prototypes to test with users and have definitions of the next steps for the design process.

Development

The use of the IBM Design System helped to create mockups quickly after confirming the assumptions on the user experience. Once the team defined UX, the hand-off for the development team was made by third-party apps to create the website in less time than expected.

Delivery

The delivery of the final design was made in phases once tested. Those phases included different journey paths defined by the product team and validated by the Design team.

Takeaways

1. First, I gained valuable experience in managing requirements for enterprise applications with a global impact. One of the most challenging aspects of this work has been dealing with difficult clients, and finding the best solutions to manage these relationships in order to achieve successful outcomes.
2. Second, I was able to solidify my understanding of how to improve the usability of a chatbot interaction in an enterprise application. While I wasn't responsible for creating the specific intents and utterances for this chatbot, I did create an environment where the interactions were seamless.
3. Third, I had the opportunity to deepen my understanding of multi-cloud services, which helped me develop my technical skills. This gave me a new perspective and language to communicate more effectively with the Technical Architect, resulting in better outcomes for the platform.