Professional Project
Private Cloud Services
Improving customer satisfaction for newly introduced cloud services to enhance the overall user experience and increase customer loyalty.
Service Design
|
UX Design
Summary
The private cloud service is a PaaS layer composed of software services required to build micro services and supports legacy services as well. The aim is to provide secure and scalable cloud services to the whole organization. It was initially targeted at those developing and operating their own services and solutions.
Tools & Methods
Methods: In-depth Interviews, Surveys, Ideation, Journey Map, Business Model
Tools: Miro, Illustrator, Microsoft Office
Team
Lead Designer
UX Researcher
Interaction Designer
My Role
I was involved as a UX lead and the UX designer of this project. I worked on planning the design plan, guidelines, workshops and testing and synthesis. The creation of the websites and changes were conducted by the onboarded interaction designer.
Duration
May 2022 - June 2024
Research
Question Zero Workshop
Project & Resource Planning
Qualitative and Quantitative Interviews
Ideation
User Journey
Personas
Key Takeaways
Implementation
DT Workshops
Qualitative & Quantitative Testing
Website & Communication Improvements
Learnings
Reflection
Metrics
Planning & Research
Question Zero Workshop
What are we trying to accomplish? And do all of our stakeholders— board members, general members, external partners, and colleagues—have the same answer to the question?
Aligned UX activities:
Establishing a customer centric processes
Realising areas of improvements in existing services
Increase usability by creating customer platform
Project Goals
Understanding the user needs and context
Identify the opportunity areas to increase the usability of the service
Ideation and design of the improved system
Measure the value provided by the proposed and implemented solutions
Question Zero Statement
How can we enhance our private cloud services to provide a seamless, user-centric experience that drives adoption, increases customer satisfaction, and maximises business value?
Primary Research Testing
12 Interviews, 6 User Tests, 3 Regions
Online, Microsoft Teams
60 minutes, Over 3 Weeks
Initial primary research focus
Confirm future state user journey
Collect data for type of expected customers
Testing of existing website platform
Research Insights
These are the main insights from the initial research that was conducted to understand the user needs.
Scalable solutions to meet changing business requirements
Cost management is crucial for customer satisfaction
Cloud solutions that can be integrated with their existing systems
Improved data security is a driving factor for private cloud
Industry specific cloud solutions and support
Ideation
Personas
After compiling the research insights, we were able to track certain needs and responsibilities to specific personas. We created these personas so that we could make tailored solutions depending on individual needs.
Business User
Includes
Cloud Consumer, Internals, Externals
Cloud Knowledge
Basic to Intermediate
Responsibilities
Utilising cloud services for business operations
Managing team access and resources
Reporting and analytics
Security Officer
Includes
Compliance Officer, Cloud Infra and Ops Admin
Cloud Knowledge
Intermediate to Advanced
Responsibilities
Ensuring regulatory compliance
Conducting security audits
Managing access controls
DevOps Specialist
Includes
DevOps Admin, Cloud Developer
Cloud Knowledge
Advanced
Responsibilities
CI/CD pipeline management
Infrastructure as Code (IaC) implementation
Automation and orchestration
Cloud Admin
Includes
Cloud Admin, VI Admin, Network Admin
Cloud Knowledge
Expert
Responsibilities
Overall management of the cloud environment
Security and compliance oversight
Resource allocation and optimisation
User Journeys
We created a cloud journey with the insights and information gained from the user research.
This journey highlights the main touch points, challenges and needs for each type of user across the journey
User journey blurred for redaction
Key Takeaways
We worked in a cross-collaboration team where the UX team worked in parallel with the program team. Because of this structure, we were able to hold ideation sessions and workshops with the major stakeholders to identify challenge areas and produce relevant solutions
Challenge
Opportunity
Increase the UX maturity of internal cloud teams
Intervention
Internal Design Thinking workshops
Challenge
Customers find the onboarding process long and cumbsersome
Opportunity
Decrease friction points for customers during the onboarding process
Intervention
Cloud registration & onboarding revamp
Challenge
Customers find the onboarding process long and cumbsersome
Opportunity
Collect improvement points from customers
Intervention
Continuous feedback collection from users
Challenge
Customers find the onboarding process long and cumbsersome
Opportunity
Increase customer experience with the digital touchpoints
Intervention
Increase usability of Cloud homepage and marketplace
Implementation
The implementation of the strategy was made gradually over the year, keeping the onboarding and internal design thinking workshops as the main priority
Further testing was conducted:
For the cloud homepage
For the cloud marketplace
For the onboarding and registration experience
After this we followed an iterative process where we made changes and added new initiatives to improve the cloud strategy.
Learnings
The private cloud service is a PaaS layer composed of software services required to build micro services and supports legacy services as well. The aim is to provide secure and scalable cloud services to the whole organization. It was initially targeted at those developing and operating their own services and solutions.
Note on NDA
As this was a project done for a client, the information on this page has been redacted and reformed to fit the agreement requirements, but the process remains the same
Storyteller based in Chicago
