Cloud Service Platform Next-gen self-service cloud platform


The Problem:

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.


The Solution:

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.

Role:

Product Strategy, User Interviews, User Journey, Heuristic Analysis, Competitive Analysis, Capability Map, High-level Structural Design


Team:

Andrew, Grant, Naomi



User Interviews

Conducted 2 of 9 interviews.

Some of the key insights:
  1. 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.
  2. Reduce confusion to reduce contact requirements. Where contact is necessary, reinforce single-relationship experience.
  3. 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.

User Journey

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.

Heuristic Analysis

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.

Competitive Analysis

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.

Capability Map

Key strategical recommendations:
  1. Establish Context - Clear mapping of sites/tools and what they’re used for
  2. Introduce Basics - Clear introduction of basics to get started
  3. 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.

Cloud Platform

Contact:
somrahul@umich.edu | @SomeshRahul