PC Upgrade Program Dashboard
PC Upgrade Program Dashboard
Introduced a dashboard that allows executives to monitor over 53K employees' PC upgrade process.
Introduced a dashboard that allows executives to monitor over 53K employees' PC upgrade process.
Introduced a dashboard that allows executives to monitor over 53K employees' PC upgrade process.
My Contribution
User Research
Wireframes
Iteration with stakeholders
Final Designs
User Research
Wireframes
Iteration with stakeholders
Final Designs
User Research
Wireframes
Iteration with stakeholders
Final Designs
Tools
Figma
Microsoft Teams
Fig Jam
JIRA
Balsamiq
Figma
Microsoft Teams
Fig Jam
JIRA
Balsamiq
Timeline
3 Months
Problem
Executives often have zero visibility of the PC upgrade program, which leads to increased unsuccessful employee PC onboardings and high program costs. Without visibility, they cannot take proper action on actionable tasks to reduce unsuccessful onboarding.
Solution
A power BI dashboard that offers executives real-time data, trends, and actionable insights so they can delegate actionable tasks to employees.
Context
Carrier wanted to know where the money for the PC refresh process is going
Carrier's PC program cost 40% more for the company than it did in the previous years. (each 1% cost was 20k per every 100 employees). Out of 15 executive in carrier only, only 10% know what is going on in the PC upgrade program. In addtion to that, executive had little to no way of messuring the outcome of the current PC upgrade program.
Carrier aims to introduce an MVP dashboard that allows executives to monitor the program and identify potential problems it might face.
MY Role and team
Collaborating with the external and internal team of NG
I was the sole UX designer on this project. I worked cross-functionally with the project manager and a power BI engineer to deliver a solution that allowed executives to have Visibility into the program.
User Research
Stakeholder Interview
As the project continued, I hit a roadblock regarding how to gain access to the executives who monitor this program. But with the help of the PM, I gained acess to interview some of them. I interviewed them and asked about their pain points regarding their communication on the program.
User Interviews (Carriers’ Managers & IT Teams)
I conducted user interviews to validate and expand upon insights from the stakeholder interviews. I uncovered day-to-day bottlenecks, revealing how existing communication gaps and manual processes slow down the overall PC upgrade tracking.
Key Takeaways
What are the overall thoughts about the current program?
Key Takeaways:
Time-consuming
Executives mentioned that it took them a couple of correspondent email to figure out what was happening in the program as a whole.
Lack of visibility
Excuective felt they only had some visibility for ROI success in the PC upgrade process.
Multiple email threads
IT Teams rely heavily on multiple email threads, causing delayed updates.
Delayed updates
Delayed updates often mean executives receive outdated information.
Lack of resources for real-time data
Real-time data is difficult to consolidate, leading to inaccurate status reports.
What both sides are saying about the program?
"While looking at the program, I have to talk or email multiple managers to get the full picture of this program."
"While looking at the program, I have to talk or email multiple managers to get the full picture of this program."
— Executive 1
"I would love to know more about this program, but sadly, there are only so many hours in the day to find out little."
"I would love to know more about this program, but sadly, there are only so many hours in the day to find out little."
— Executive 2
— Executive 2
“We waste hours each week sorting through email threads and spreadsheets just to figure out which departments have finished the upgrade.”
“We waste hours each week sorting through email threads and spreadsheets just to figure out which departments have finished the upgrade.”
—Carrier Manager
“We have no single source of truth. By the time we compile the data, it’s already outdated for the executives.”
“We have no single source of truth. By the time we compile the data, it’s already outdated for the executives.”
—IT Team Member
—IT Team Member
Define
How Might We framework
How might we…
I used “How Might We” questions to reframe the main pain points into opportunities for innovation. By asking these questions, I can target specific design solutions that address real-time data needs and reduce the reliance on email threads.
Centralize Data
Centralize Data
How might we centralize data so executives receive timely, accurate status updates?
Reduce Email Reliance
Reduce Email Reliance
How might we reduce the reliance on multiple email threads to streamline reporting?
Real-time ROI
Real-time ROI
How might we enable clear, real-time ROI tracking for the PC upgrade process?
Personas
Executives and IT teams rely on scattered updates, creating partial ROI visibility and delayed progress tracking.
After using the how might we framework to identify key focus areas, I developed these two personas to illustrate how each group experiences the PC upgrade process differently, revealing the root causes behind outdated data and communication gaps.
Ideation
Low-Fidelty Wireframes and Stakeholder Walkthrough
Both executives and IT teams, managers chose the second prototype as it better addressed their dashboard needs
After define who are the main target audience, I began working on the wireframes. I presented it to some executives and IT members and mangers in a walkthrough as Iteration 1, which showed all the main metrics they wanted to see.
However, they felt it was a cognitive overload, and they couldn't focus on the key aspects they wanted to know about the process as a whole.
Iteration 1
In round two of the testing sessions, I presented the both target audience, with version 2 of the dashboard, prioritizing the data they found most important to know in the PC upgrade process. I also ensured that less critical information didn’t overshadow it.
As a result, the executives unanimously chose to move forward with Iteration 2.
In round two of the testing sessions, I presented the both target audience, with version 2 of the dashboard, prioritizing the data they found most important to know in the PC upgrade process. I also ensured that less critical information didn’t overshadow it.
As a result, the executives unanimously chose to move forward with Iteration 2.
Iteration 2
Design
High-Fidelty prototype
Introducing the PC refresh dashboard
After the comparative usability testing, I started working on the high-fidelity prototype, which showed the main focus of what the executives wanted from the dashboard.
After the comparative usability testing, I started working on the high-fidelity prototype, which showed the main focus of what the executives wanted from the dashboard.
Overview Profile:
The overview profile gives executives a quick breakdown of the program's progress, allowing them to understand the wave status at a glance.
Overview Profile:
The overview profile gives executives a quick breakdown of the program's progress, allowing them to understand the wave status at a glance.
Support Tickets Profiles:
The support ticket profiles allow executives to assess the number of tickets created and closed, providing a clear understanding of the program's effectiveness and identifying necessary actions if more tickets are created than resolved.
Support Tickets Profiles:
The support ticket profiles allow executives to assess the number of tickets created and closed, providing a clear understanding of the program's effectiveness and identifying necessary actions if more tickets are created than resolved.
Customer Satisfaction / Invitation Profiles:
This allowed executives to assess the overall impact of the PC upgrade process on the employees and the number of employees joining the wave each month.
Customer Satisfaction / Invitation Profiles:
This allowed executives to assess the overall impact of the PC upgrade process on the employees and the number of employees joining the wave each month.
Cost Target / Employee Logisctics profile:
It was vital for the executives to understand how the program's budget and employee Logistics impacted the company's overall budget. This profile explains how the company allocated and distributed the budget for each process and how employee logistics can change the overall budget.
Cost Target / Employee Logisctics profile:
It was vital for the executives to understand how the program's budget and employee Logistics impacted the company's overall budget. This profile explains how the company allocated and distributed the budget for each process and how employee logistics can change the overall budget.
Impact
After rolling out the first two months, executives saw a positive outcome for the dashboard.
After passing my design solution to the developer, we launched the initial MVP version. We observed their weekly meetings for the employee-facing product dashboards. Based on the observation and metrics we later got from the MVP dashboard, here are the metrics we found out —
90% visibility for executives on the PC upgrade program
30% increase in cost saving
25% increase in successful Employee PC onboarding
Reflections
This was the first time I had to work with executives. I initially needed to learn how to effectively make executives understand why my design proposed value to them. However, I talked with my colleagues and manager about effectively communicating executives' value propositions. As a result of that coaching, I could present my design solution to carrier executives, which improved their user experience.
Next Steps
We planned to improve the MVP dashboard experience for the executives continuously and venture in accessible problems that I later found out.
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Interested in working together?
b.a.iadegboye@gmail.com
Interested in working together?
b.a.iadegboye@gmail.com
Interested in working together?
b.a.iadegboye@gmail.com
Impact
After rolling out the first two months, executives saw a positive outcome for the dashboard.
After passing my design solution to the developer, we launched the initial MVP version. We observed their weekly meetings for the employee-facing product dashboards. Based on the observation and metrics we later got from the MVP dashboard, here are the metrics we found out —
After passing my design solution to the developer, we launched the initial MVP version. We observed their weekly meetings for the employee-facing product dashboards. Based on the observation and metrics we later got from the MVP dashboard, here are the metrics we found out —
90% visibility for executives on the PC upgrade program
30% increase in cost saving
25% increase in successful Employee PC onboarding
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