Design for Observability
OVERVIEWEnhance the product's visibility and error message presentation, helping users better understand a technical product and solve errors more efficiently
TYPE
Web, UX Enhancement,
Enterprise
TEAM
UX Designer 2
Engineer 6
MY ROLE
Lead UX Designer
Project Facilitator
Project Facilitator
CONTRIBUTIONDesign strategy
How might we workshop
Stakeholder presentation
OUTCOMEAfter-sales service (tech support) efficiency increased by 12%
DURATION11/2020 - 11/2021
To gain a deeper understanding of user roles and their experiences, we conducted contextual inquiries with selected clients.
PROBLEM DISCOVERY
PROBLEM DEFINITION
Users struggle to understand and debug the product, resulting in low customer satisfaction and high after-sales costs.
DESIGN GOAL
Improve user efficiency in problem-solving, thereby increasing customer satisfaction and reducing after-sales costs.
OPPORTUNITY & SCOPE
After clarifying the problems and goals, we quickly initiated the project. Through workshops and focus group, we identified a set of feasible design opportunities.
We narrow down the scope to the most problematic modules.
PROCESS
How did we determine design goals and identify opportunities
1. The Observability of Jobs
Exploration - How to display the process
Exploration - How to trigger and switch
Final Design
2. The Observability of Queries
Display Query Process
Query Details
3. The Improvement of Error Messages
Progressive DisclosureBUSINESS IMPACT
LESSONS LEARNT