Dell TEchnologies provides real-time, actionable insights
When Dell acquired EMC, they inherited an enterprise-leading monitoring system in MyService360. The challenge came in integrating this portal into the Dell.com Support experience, incorporating Dell’s enterprise products, and designing the next evolution of this product. My initial task was to integrate Dell’s own existing enterprise intelligence and operational support site with MyService360 as one seamless architecture and experience for legacy Dell and EMC users. The result is a system which provides 360 degree data visualizations and analytics across entire data systems, and end-to-end service histories from complex global environments to individual systems.
I was the original sole UX Architect on the project. The product has continued iteration based on customer feedback, user testing, and business needs on the platform I designed. I am currently the Lead Product Designer for MyService360.
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The UX Process
IA, content, & Functionality Audits
The first step in combining these two sites was to create site maps and to perform a content and functionality audits for both sites. Originally the belief was that both sites were very similar and would not take much effort in combining the architectures. After my initial work we discovered just how wrong we were. One portal had an architecture approximately a quarter the size of the other, and functionality overlapped by possibly 10%. Creating a structure that made sense to both sets of users was a challenge. Users were involved in card sorting and tree tests to ensure wouldn’t lose anyone along the way.
User Flows
There are a myriad of functions made possible by MyService360. In order to combine the websites, assets, enterprise users, permission sets, databases, etc, we had to map the current user flows for each function and integrate the features of each into new simple and seamless flows. During the design process, users validation was employed to ensure the ease of use of these new flows.
Content strategy
One of the more difficult tasks in creating a site of this type is determining what content will be visible and what functions will be available to each of the user types. There are multiple levels of permissions assigned to users, and so creating a matrices of content and functionality is imperative to assist designer and engineers. I lead the business owners of the two legacy products and the new product through exercises to map out these requirements resulting in artifacts that are referenced by the team years later.
impact on business
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97% of customers easily gained insight into the wellness of their global environment
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Up to 43% time savings with aggregated views and actionable services data
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With Secure Remote Services, customers avoid and resolve issues up to 73% faster
Initial UxA
Functional/Content Requirements
Information Architecture (IA)
User Flow
Interaction Design (IxD)
User Interface (UI)
User Testing
