Cloud Service Platform Next-gen self-service cloud platform
Current users are unable to get a clear understanding of the existing system and offered services, and prefer calling premium support to spin up even the basic services like setting up a server and allocating memory and routers to it.
Understand the user and their needs. Re-structure the portal to give meaning to various parts. Design the portal keeping the next larger context in mind. Use crisp and clear verbiage without disambiguation.
Product Strategy, User Interviews, User Journey, Heuristic Analysis, Competitive Analysis, Capability Map, High-level Structural Design
Andrew, Grant, Naomi
Conducted 2 of 9 interviews.
Some of the key insights:
Users need to be able to learn as they do, and vice versa. Fully maturing this focus is a longer-term effort; however, there are significant immediate needs for basic content, provided in high-priority user contexts.
Reduce confusion to reduce contact requirements. Where contact is necessary, reinforce single-relationship experience.
An often-mentioned root cause of immediate difficulties is the silo-separated nature of such a huge program — leading to challenges with coordination across the effort.
High-level. graphical overview of an example self-service journey as a starting point for understanding user behavior/needs in current state, graphed along a service-touchpoint map.
Page-by-page analysis — detailed explanations of the break-points within interfaces. Detailed interaction analysis of current internal portal and its relationships with supporting sites.
Did a comparison of offerings by four major competitors to this cloud service provider. The intention was to get a sense of offered service, glossary, and documentation and help support.
Key strategical recommendations:
Establish Context - Clear mapping of sites/tools and what they’re used for
Introduce Basics - Clear introduction of basics to get started
Consolidate & Structure Reference, Help, & Learning Content - Use a core taxonomy ASAP to structure content
High-level Structural Design
This loose illustration of a “start a new instance” interface shows how several different methods could be offered, across a spectrum of needs: from fully manual configuration to choosing from customizable templates, to a carefully choreographed “virtual assistant” approach. Help and tutorials should be available in context, or able to be launched peripherally without disrupting the current task.