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Megha Banerjee

Digital Cockpit

Technology is rapidly evolving with hybrid hosting and connectivity models combining public cloud to deliver greater scalability and speed. As a result, customers expect services to be highly available with faster operations team response. However, this evolution brings complexity, and traditional approaches must adapt. Operations need to be data-driven, business process-centric, and automation-focused.

Goal

Design a single sign-on, automated real-time dashboard, which helps to track technology and business process risks, relating to the underlying applications and infrastructure elements, and also help monitor service health through a set of optimised data elements and performance indicators. It allows stake holders to navigate easily through complex monitoring data.

Project Details

My Role

User research & Analysis

Persona creation

Wireframes

Define MVP

UI Design & Prototyping

Cross Function Collaboration

Drive UX session with the Client

Work in Agile Environment

Tools Used

Figma

Fig Jam

Microsoft Office

Jira

Amazon VDS

Design Process

Discovery

Interview the project manager and the target users in separate sessions to understand the business goal and the user’s needs. 

Define

Synthesize feedback and requirements gathered from the project managers and the users. 

Analyze the gaps between business and user requirement. 

Identify personas and build a tentative user journey for an MVP

Ideate & Execute

Create and iterate initial wireframes based on the customer journey.

Once the stakeholders and dev team agree on a specific wireframe, then we proceed the build the component library and the screens for the MVP

Delivery & Feedback

Deliver the first MVP and test it with the real users

The MVP was a success with the users.

We gathered feedback from the real users, on usability of the MVP and tweak the design accordingly. 

Repeat

After the successful launch of the MVP, we worked on the feedback and started with the loop again and built the rest of the user journeys as per the personas. 

Problem Statement

Using the think-aloud walkthrough interview method with five participants, our foundational research uncovered several common challenges faced by users in the modern world.

Fragmented Data
Across Business

There is no single platform which displays infrastructure health across all the business verticals in real time

User face problem
Switching software

Most of the users find it difficult to switch between multiple softwares/applications

Users find it difficult
To keep tract

Over 80% users find it difficult to keep track of the past & current infrastructure health issues.

Manual Record
Of Triage History

99% of the user keep a track of past triage through manual entry There is no facility to view the data currently. 

Manual Update
E-mail, word-of-mouth

The franchise was required to pay over £60 million in damages for civil and criminal suits due to the presence of faulty bugs and an outdated user interface.

No Realtime Data
To show business health

There is currently no real time data to track the business & infrastructure health real-time. The only way of knowing is through e-mail or word-of-mouth

User Need

I conducted one-on-one interview with 15 potential users, to identify the personas and their need. Over the course of interaction I have identified 3 different key persona and user needs across all the personas.

One-stop-shop
For all monitoring data

A one-stop-shop to track the health if infrastructure & business.

Realtime
Health Indicator

Realtime data across business, infrastructure to track the issues

Enable Drill-down
Get to the bottom

Ability to drill down to the last level of  infrastructure/application

Visual Indicator
Of change in  health

A simple yet intuitive visual indicator to indicate the health of a business

Personalisation 
Bookmark and more

Ability to bookmark a shortcut to a preferred application view to avoid repeatitive click through 

A SSO based login mechanism to allow personalised view for each user group.

History & Newsfeed
for Event Analysis

To analyse the event frequency and type and build a better tracking system to detect an issue before it happens

A live newsfeed to show the current issue, ongoing triage and resolved issue in last 24 hours

Persona - 1

Bruce
Infrastructure Service Maintenance Lead

Owns the design and effective operation of a given infrastructure service (examples: Storage, Firewall, etc.).

About

  • Location - Ireland

  • Work time- 1am to 1pm ET

  • Permanent works from office

  • Has a son

Personality

  • Tech Savvy

  • Outgoing

  • Confident

  • Attention to details

  • Disciplined

Interest

  • Loves to Workout

  • Interested in Metaverse

  • Socialising

  • Loves to play golf

  • Plays Piano

Skills

  • ​Good Communication

  • Multitasking

  • Business Acumen

  • Good Observation 

  • Calculative

Tech Savviness

  • Colaborative tool savvy

  • Beginner at React JS

  • Well versed with Tableau, Microsoft Office

Challenges

  • Struggles with the increasing complexity of the service ecosystem. Must have a solution that automatically stays in step with service architectures and configurations as they change.

  • Switching between multiple applications and softwares to view all the infrastructure services foe business processes, which is very time consuming.

  • Difficult to predict infrastructure health with current tools.

  • Manually refresh the current set of applications to view current, ongoing or resolved events

  • Bruce interacts with business contacts a lot, he needs to be aware if there are any operational issues or risks with the application. Currently his team do a good job of keeping him up to date, but it’s largely through informal/manual processes.

Requirement

  • Must have a comprehensive, end-to-end view of the health and performance of the services they are accountable for.​

  • Needs the solution to understand and be able to decipher new hosting and connectivity models including micro-services, public cloud services and software-defined networking.

  • Does not have the time or capacity to maintain the solution. The solution must be dynamic, and capable of automatically staying in step with the environment as it evolves.

  • Initial landing page that shows some kind of ‘widgets’ depicting the overall health and wellbeing of the application portfolio. Then they would like a drill down that can look at the underlying services including but not limited to:

  • Servers (web & application)

  • Databases

  • Load balancers

  • Storage

  • Network components

  • Ability to customise dashboard

Persona - 2

Annie
Client Partner

Senior Digital personnel who interface directly with the portfolio units that rely on Pfizer Digital services.

About

  • Location - New York

  • Work time- 9am to 5pm ET

  • Works from home but usually at office

  • Has a toddler girl

Personality

  • Out-going

  • Inquisitive

  • Confident

  • Patient

  • Visionary

  • Thinks outside the box

Interest

  • Dogs

  • Socialising

  • Spend time with daughter

  • Read biography related books

  • Yoga

Skills

  • Good Communication

  • Strong Collaborator

  • Documenting Case Studies

  • Business Acumen

  • Innovative

Tech Savviness

  • Understanding of emerging digital trend and technologies

  • Understand softwares and applications in own business areas

  • Skilled with collaboration tools

  • Distill technical concept for a business audience

Challenges

  • Switching between multiple applications to analyse the event history and status when a client partner requests for an update. 

  • Difficult to figure out event urgency and timeframe

  • Currently no representation of historical event data. Persona has to figure out through history of past tickets raised.

  • Manually refresh the current set of applications to view current, ongoing or resolved events

Requirement

  • Wants an executive view of the health of the Digital services that underpin the business processes they are accountable for.

  • Needs to be able to use that as a communication tool to support discussions with key business counterparts.

  • Ability to look back and see the retrospective of previous events.

  • Wants to improve customer satisfaction through increase service availability and more rapid diagnosis and resolution of errors when they do occur.

  • A 'Down Detector' view of events

Persona - 3

Sarah
Global Command Center (GCC) Analyst

Support Personnel providing day-to- day support of the infrastructure environment. This personnel are expected to be the heaviest users of Digital Command Center functionality.

About

  • Location - Ireland

  • Work time- 1am to 1pm ET

  • Permanent works from home (since before pandemic)

  • Has a son and a daughter

Personality

  • Curious mindset

  • Confident

  • People person

  • Attention to details

  • Disciplined

Interest

  • Loves to Travel

  • Soccer fan

  • Participates in Bicycle Marathons

  • Listens to podcasts

  • Avid Mystery Novel Reader

Skills

  • Good Facilitator

  • Good Communication

  • Multitasking

  • Business Acumen

  • Analytical

  • Calculative

Tech Savviness

  • Experienced with Microsoft products, Tableau & Service manager

  • Collaborative tool savvy

Challenges

  • Struggles with the increasing complexity of the service ecosystem. Must have a solution that automatically stays in step with service architectures and configurations as they change.

  • Switching between multiple applications and softwares to extract data on monitoring alerts and open tickets.

  • Difficult to figure out event urgency and timeframe

  • Currently no representation of co-relation of events, timeframe and urgency.  

  • Manually refresh the current set of applications to view current, ongoing or resolved events

Requirement

  • One stop shop for -

  • Health indicator of business process with drilldown view for Application, Storage, Database, Network, Server & Cloud

  • Co-relation of events

  • Suggested action based on timeframe and urgency through AI

  • Ability to turn an event into a business communication

  • Better business impact assessment based on historic events through AI

  • Auto-refresh of data in near real-time

  • Compare monitoring alerts to open tickets

  • Wants to operate in a more data-informed manner, where support work becomes more proactive and predictive than reactive.

  • Be able to ‘get ahead’ of any potential Pfizer business impact by having the ability to predict where a problem may be about to occur in the service ecosystem, and take proactive action accordingly.

  • Wants to improve prioritisation and response by changing how they perceive service health from a bottoms-up, infrastructure component based view to a top-down, business process-centric view

  • Ability to navigate complexity and isolate causes of service unavailability or poor performance rapidly

Information Architecture

Enterprise Dashboard - Infrastructure Service Persona

Features 

  • Application deployments list under each business

  • Further drill down into the infrastructure and Device level to view the health of the metrics and find the root cause of the Critical status of the Business Process.

  • Event logs related to the Device.

  • Ability to bookmark the applications into Favourite

Component Library

Wireframes

Screen Design

Enterprise view

  1. Tab titles: The two primary tabs of DC1 are titled Enterprise View and My Dashboard. Enterprise View is the generic view of all the business processes level 1 & 2. My Dashboard allows the user to personalise the view and bookmark Level 3 business processes or preconfigured groups.

  2. Accessibility: Health indicators throughout DC1 has been designed keeping in mind overall accessibility. In these designs, the red, amber, and green health indicators take on three different shapes (square, triangle, circle) to help visually distinguish each. The color saturation is also increased to improve accessibility.

  3. Activity Feed: An updated activity feed includes both active Events and Action Center items. Events is the default tab when in the Enterprise View.

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2
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2
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System Health Details

  1. Overview: User can see Application ownership information, engagement & incident volume as well as a global view.

  2. Event History: User can see the Event History 

  3. Performance: All deployments of an application are presented in an expand/collapsible view in the Performance tab. Users can view a status breakdown of each element that makes up each deployment.

Prototype

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