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This is a s summarised version of the case study as it is under NDA and also involves several complex screens.
HP FIJI CRM
INTRODUCTION
HP CRM FIJI is a configuration services portal that helps the user(in this case an enterprise) to get their PCs expertly configured and ready for employees to use, right out of the box. Overtime, the user base evolved and the existing experience also started to look outdated as well as it couldn't handle the emerging use-cases and scale across widely different industry verticals. We set out to redesign the product to make it a delightful, modern and easy to use that works equally well for everyone.
MY ROLE
Research, analysis, product design, design systems, QA for development.
THE TEAM
3 designers, 2 product manager, 15+ engineers.
OVERVIEW OF THE REDESIGNED EXPERIENCE
HP PC Applications Load
HP OS Version Control
HP PC Image Load
PROBLEM STATEMENT
Configuration services are most of the time very complicated. The existing HP FIJI CRM portal has not been redesigned since a long time and the entire user experience was not as per as the current user experience needs and habits because of which a lot of issues were being raised by the users of the portal to the customer experience team which in return was leading to business loss at the same time usage of a lot of resources and time.
OVERVIEW OF THE OLD EXPERIENCE
There is no sequence for user to understand about which questions are mandatory or not
The user experience is very confusing and outdated and there is no flow to it
The visual representation of input data is not very clear leading to wrong inputs
There is no visual design for the services, all of them looks like an input form.
All the questions appear at once on the screen, making the user experience very complex.
Lack of pop-up leads to lack of focus on data required for the completion of the task.
CORE PROBLEM WITH THIS PROJECT
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Very short timeline.
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No access to users.
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No budget and time for doing user research and analysis.
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No option to do usability testing.
COLLABORATING WITH STAKEHOLDER TO IDENTIFY THE REQUIREMENTS
Since we do not had access to the real users of the FIJI portal, we went with the textbook approach and did the Heuristic evaluation of all the 25 services in order to understand the usability problems with the existing product.
HEURISTIC EVALUATION FOR AY100AV
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Visibility of System Status
High Severity
We have no idea where we are in the whole process of doing this setting configuration for AY100AV thus making the user very confused what steps is mandatory and what is not.
Recommendation
Guiding the users to all the steps in a chronological order in order to have a better
understand of the requirements.
2. Match between system and the real world
High Severity
While adding partition the limit is of 100 percent but in the current design we can input any
number thus creating complex problem once the service setting is submitted.
Recommendation
Limit the input field with each partition, for example if the first partition is 40 percent the next
cant be more than that.
Similarly we did Heuristics Evaluation on all the 10 pointers for each of the services and came up with certain design solutions throughout the product.
USER FLOW FOR THE ENTIRE PORTAL
UPDATED USER FLOW FOR EACH SERVICES (AY100AV)
We shifted from the existing veneer design system to HP brand guidelines in order to make it more contemporary and modern.
DESIGN BASED ON VENEER DESIGN SYSTEM
DESIGN BASED ON THE HP BRAND CENTRAL GUIDELINES
In order to save time, we designed the grids for the screens in such a way that it will be easy to be adopted for the mobile version as well.
All the design element lies between these 4 columns so that it can be easily adopted for mobile.
Providing QA and testing support, another important aspect of a product development in getting the design to be implemented on a pixel perfect level and also have functionality with no errors.
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