Device onboarding UX

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Project brief:
Devices and collaboration services management web tool(one amongst the many projects during 3 yrs), To improve the user experience of device registration task and enable the device for collaboration services with in minimum time frame, without need of support person to assist the user.
To 
Users:
Company employees and contractors (mainly sales and marketing team)
Goal:
To register video endpoint to the user’s account on call manager firmware ( CUCM or VCS or Cloud) so that, users can make phone or video calls and attend meetings.
Pain points:
Users were dependent on support team even for a device registration and related use cases. Due to longer task flows having too much to read and comprehend for every next click, it was a cumbersome experience for typical sales person, who is on the go for a meeting.
Project duration: 6 Months, SAFe methodology
 
Team: 2 designers and 1 researcher 
What I did: I was researcher and design manager
• Conducted contextual studies, user surveys and user interviews to understand the real pain points of users and articulated goals for design objectives through persona creation.
• Created task flow diagrams and used that to validate understanding and propose the best possible design solutions
• Used persona information to validate wireframes and designs in prototyping
• Conducted heuristic evaluation of toolbox to understand top UX issues and validated them with usage data analysis information.
• Tested prototypes with sample users to get feedback on designs to finalize them further.
• Analyzed technology available and it’s stretch capacity, to provide bot-based assistant as option
Challenges:
Lack of education around the process typically followed by user ( sales person) at customer site for demo( that being confidential). Half of team was located in India in different time zone.
 
Outcome:
• Delivered simple and easy to understand wizard-based interaction pattern which can be used and scaled up for any device to register on ‘call manager firmware’. Measured time for task of device registration is 5min right from opening box of device on table to make it registered.
• Reduced support tickets and calls. More users started using devices for collaboration systems at work resulting in effective overall output.
Learning:
Overall Cisco engagement has helped me to learn lot many design management skills. However, this project has helped me to learn many user research activities and its application for quick implementation and validation for early release cycle with small increments and innovations.


Sample screens of the toolbox under assessment for redesign

 

Persona workshop

 

Quantitative research:

• I surveyed 10000 users across the globe by sending an online questionnaire. I kept the survey quick and simple which can be done in max 3 mins.

• Then I collated the responses using Voici tool which helps in the analytics of responses and thereby giving the top response details

• I used observations from survey results to drive UX decisions and approaches. This below table shows a sample of that exercise.



Persona for ACE toolbox

Heuristics evaluation:

  • As a part of preliminary UX scope identification, we conducted heuristic evaluation of ACE tool box and its specific feature of device registration.
  • We used 10 principles of usability analysis to evaluate the interactions on toolbox for registration of device.
  • We found key areas of improvement to consider for UX improvements

 

Accessibility evaluation:

  • Company had org-wide mandate that each portal must adhere to WCA level 2 of accessibility standard.
  • To comply with standards we conducted accessibility assessment using ‘WAVE tool’ on chrome browser to check accessibility issues on Mycollab tool.

 

Whiteboarding with stakeholders:

What I did: 
• There were multiple scenarios for one device type to be registered on CUCM ( Its call manager server firmware, something like VoIP EPABX)
• We did multiple sessions of whiteboarding ideations of all those scenarios, categorized various components of interactions into specific types, with which users can identify its obvious interaction responses to leverage those for further UX conceptualizations.
Achievements:
• We could come up with the main happy path scenarios and needed technical support criteria. Also, we could identify edge cases so that we can do discovery for technical feasibility

 

Task flow modeling:

What I did: 
• After multiple sessions of white-boarding ideas, we finalized task flow for device registration having details of interactions and various paths to be considered for design as well as development
• This task flow diagram helped designers to understand where exactly user will come across the challenges and how to solve them by using available technical feasibility methods.
Achievements: 
• This was created using the Draw.io tool. This was integrated on enterprise confluence platform. So we could use it across multiple teams to refer for design, development testing integration and keep updating for improvements.



Design solution mockups


Home page design and device registration trigger page

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