Enterprise Service Management

B2B Product
• Relaunch • UX • UI • Prototyping
2019

Complete enterprise management suite for multiple roles: Agents, Managers, Service Designers and Administrators. At the design level, the suite can be customized and programmed indefinitely to meet individual requirements. Depending on the roles, data is delivered to different access points: internal or external (customer portal).

The following figure shows the administrator view for setting the confidentiality level for all users and roles at the enterprise level for all defined processes and sub-processes.

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Prototype
Click dummy for testing with users

My role and responsibilities

  • Gathering requirements, analysis (qualitative) and process flow with flowcharts and wireframes
  • Creation and integration of a new design system
  • UI development reviews and implementation sign-off
  • End-to-end UX accountability from requirements phase to presentation (reviews) - Five team members.

Used methodologies

  • Interviews and user observation
  • UX review of the UX heuristics used
  • Ideation, exploration and discovery in a cross-functional team
  • Card sorting for application structure
  • Click dummies for user tests and interviews

Software tools

  • Charting and organizational charting software Omnigraffle
  • Design tool sketch
  • Micro Interactions with FramerX
  • Developer documentation with Zeplin
  • PInterviews and reviews with MS-Office (Powerpoint and Excel)
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The story behind

The processes web suite is the heart of the enterprise service management platform (B2B). The previous solution is running on premise and going to be transfered to a cloud only solution - Status 2020

 

The idea

The ESM platform covers the whole lifecycle of a service: creation, running, monitoring, cost controlling. The ESM platforms integrate this to a seamless experience for the different user groups.

The scope

Getting to know the different solutions and how the fit together. Understand the use cases and differences between agents, managers, service designers and administrators in one software. Transfer an UX and UI from the Windows worlds (WPF) to adapt the established and know interface patterns from the web world.

 

The challenges

  • Understanding of the core functionality and scalability of the TOTAL Enterprise Suite.
  • Review of the existing software solution
  • Alignment with existing user and stakeholder feedback through interviews and change requests (RFC's).
  • Use of established mobile operating patterns (mobile first approach)
  • Cross-platform user interface and corporate design
  • Continuous delivery of the changes
  • Responsive design for use on different devices
  • Compliance with accessibility criteria
  • Continuous user reviews and analysis of user data