IT-MIS Dashboard - Redesign which led to 23% reduction in Time on Task and increase in user satisfaction to 87% of the IT department
IT-MIS Dashboard - Redesign which led to 23% reduction in Time on Task and increase in user satisfaction to 87% of the IT department
IT-MIS Dashboard - Redesign which led to 23% reduction in Time on Task and increase in user satisfaction to 87% of the IT department
UX Research
Information Architecture
Visual Design
UX Strategy
Interaction Design
Context
Simdaa Technologies had built and maintained an IT-MIS dashboard for their client over the past three years to track IT team performance. As time passed, users began facing issues with its user experience, creating the need for a redesign.
Context
Simdaa Technologies had built and maintained an IT-MIS dashboard for their client over the past three years to track IT team performance. As time passed, users began facing issues with its user experience, creating the need for a redesign.
Context
Simdaa Technologies had built and maintained an IT-MIS dashboard for their client over the past three years to track IT team performance. As time passed, users began facing issues with its user experience, creating the need for a redesign.
My Role
UX Researcher
Information Architect
Interaction Designer
Visual Designer
Duration
1 Year
Team members
1 Product Designer
1 Tech Lead
2 Developers
Industry
Saas
B2B
Users
The users were 18,430 employees from the client’s IT department, who relied on the dashboard to make strategic decisions and track team and individual performance based on IT ticketing data.
Users
The users were 18,430 employees from the client’s IT department, who relied on the dashboard to make strategic decisions and track team and individual performance based on IT ticketing data.
Users
The users were 18,430 employees from the client’s IT department, who relied on the dashboard to make strategic decisions and track team and individual performance based on IT ticketing data.
Insights
12 structured User Interviews and 50 User Survey responses were analyzed and following insights were identified.
Insights
12 structured User Interviews and 50 User Survey responses were analyzed and following insights were identified.
Insights
12 structured User Interviews and 50 User Survey responses were analyzed and following insights were identified.
98% of total tasks involved the use of navigation panel
Primary source of friction was navigation panel consisting 22 uncategorized and ungrouped pages
98% of total tasks involved the use of navigation panel
Primary source of friction was navigation panel consisting 22 uncategorized and ungrouped pages
98% of total tasks involved the use of navigation panel
Primary source of friction was navigation panel consisting 22 uncategorized and ungrouped pages
71% of total tasks involved pages related to tickets
Ticketing pages had poor labelling, content organization and prioritization
71% of total tasks involved pages related to tickets
Ticketing pages had poor labelling, content organization and prioritization
71% of total tasks involved pages related to tickets
Ticketing pages had poor labelling, content organization and prioritization
3 severe issues about cognitive overload were discovered
Information density without hierarchy, poor Information Architecture and poor labeling
3 severe issues about cognitive overload were discovered
Information density without hierarchy, poor Information Architecture and poor labeling
3 severe issues about cognitive overload were discovered
Information density without hierarchy, poor Information Architecture and poor labeling
Stakeholders were worried about radical change in design and its impact on business
Stakeholders were worried about radical change in design and its impact on business
Stakeholders were worried about radical change in design and its impact on business
Since the primary goal of the client was to spend least amount of user time and user effort in understanding the data using the dashboard, Time on Task and User Satisfaction were considered as key metrics. Client also wanted the dashboard to be inspired by their latest brand guidelines.
Since the primary goal of the client was to spend least amount of user time and user effort in understanding the data using the dashboard, Time on Task and User Satisfaction were considered as key metrics. Client also wanted the dashboard to be inspired by their latest brand guidelines.
Challenge
“How might we simplify navigating and understanding dashboard while introducing the brand identity without making the users feel alienated”
Challenge
“How might we simplify navigating and understanding dashboard while introducing the brand identity without making the users feel alienated”
Challenge
“How might we simplify navigating and understanding dashboard while introducing the brand identity without making the users feel alienated”
🔀
Micro Challenge 1
Micro Challenge 1
How might we simplify switching between pages
How might we simplify switching between pages
🧠
Micro Challenge 2
Micro Challenge 2
How might we reduce the cognitive overload
How might we reduce the cognitive overload
🎨
Micro Challenge 3
Micro Challenge 3
How might we imbibe brand identity in the redesign
How might we imbibe brand identity in the redesign
Solution
Since Simdaa Technologies's client was worried about radical change, the dashboard was redesigned in two phases as a part of strategy to smoothly onboard users to new design. First iteration involved only visual redesign and keeping all the components intact. The second phase was critical in enhancing the success metrics by simplifying navigation, redesigning data visualization as per new navigation and content organization.
Solution
Since Simdaa Technologies's client was worried about radical change, the dashboard was redesigned in two phases as a part of strategy to smoothly onboard users to new design. First iteration involved only visual redesign and keeping all the components intact. The second phase was critical in enhancing the success metrics by simplifying navigation, redesigning data visualization as per new navigation and content organization.
Solution
Since Simdaa Technologies's client was worried about radical change, the dashboard was redesigned in two phases as a part of strategy to smoothly onboard users to new design. First iteration involved only visual redesign and keeping all the components intact. The second phase was critical in enhancing the success metrics by simplifying navigation, redesigning data visualization as per new navigation and content organization.
🔀
How might we simplify switching between Pages (Phase 2)
How might we simplify switching between Pages (Phase 2)
How might we simplify switching between Pages (Phase 2)
Since 98% of tasks involved navigation panel, the 22 pages were reduced to 6 key pages which involved designing consistent secondary navigation, consistent labelling, restructuring data visualization and hierarchical content organization.
Since 98% of tasks involved navigation panel, the 22 pages were reduced to 6 key pages which involved designing consistent secondary navigation, consistent labelling, restructuring data visualization and hierarchical content organization.
Since 98% of tasks involved navigation panel, the 22 pages were reduced to 6 key pages which involved designing consistent secondary navigation, consistent labelling, restructuring data visualization and hierarchical content organization.
🧠
How might we reduce cognitive overload of the users
How might we reduce cognitive overload of the users
How might we reduce cognitive overload of the users
The critical part of cognitive overload was navigation panel which was simplified into Primary and Secondary navigation using progressive disclosure. Another challenge was introducing hierarchy in content organization and consistency across various pages which is explained below.
The critical part of cognitive overload was navigation panel which was simplified into Primary and Secondary navigation using progressive disclosure. Another challenge was introducing hierarchy in content organization and consistency across various pages which is explained below.
The critical part of cognitive overload was navigation panel which was simplified into Primary and Secondary navigation using progressive disclosure. Another challenge was introducing hierarchy in content organization and consistency across various pages which is explained below.
🎨
How might we imbibe brand identity in the redesign (Phase 1)
How might we imbibe brand identity in the redesign (Phase 1)
How might we imbibe brand identity in the redesign (Phase 1)
Color system was established, hierarchy was established, typefaces were updated to new
Color system was established, hierarchy was established, typefaces were updated to new
Color system was established, hierarchy was established, typefaces were updated to new
Impact
The impact was measured based on the metrics that were critical in driving the business for Simdaa Technologies and its client.
Impact
The impact was measured based on the metrics that were critical in driving the business for Simdaa Technologies and its client.
Impact
The impact was measured based on the metrics that were critical in driving the business for Simdaa Technologies and its client.
5M annual saving
5M annual saving
23% reduction in Time on Task translated into client’s annual savings of 5M.
23% reduction in Time on Task translated into client’s annual savings of 5M.
87% User Satisfaction
87% User Satisfaction
The redesign led to increase in user satisfaction by from 21% to 87% .
The redesign led to increase in user satisfaction by from 21% to 87% .
Learnings
Learnings
Learnings
1
Learning
Learning
Providing stakeholders with a clear direction during a major redesign ensures alignment, and gathering early feedback helps minimize wasted effort and optimize business resources.
Providing stakeholders with a clear direction during a major redesign ensures alignment, and gathering early feedback helps minimize wasted effort and optimize business resources.
What would I do differently?
What would I do differently?
Create a mockup with various directions in which a redesign can be directed and discuss the resource allocation and impact during the early phases
Create a mockup with various directions in which a redesign can be directed and discuss the resource allocation and impact during the early phases
2
Learning
Learning
Redesign involves constraints like development resources, deadlines, business direction along with user needs and pain points
Redesign involves constraints like development resources, deadlines, business direction along with user needs and pain points
What would I do differently?
What would I do differently?
Align the cross functional teams with the trajectory of the redesign and uncover the available resources, direction and non negotiables before diving deep into redesign
Align the cross functional teams with the trajectory of the redesign and uncover the available resources, direction and non negotiables before diving deep into redesign
Future
The company had ambitious goals to revamp the dashboard in the future, hence a modern UI was designed which is currently under development
Future
The company had ambitious goals to revamp the dashboard in the future, hence a modern UI was designed which is currently under development
Future
The company had ambitious goals to revamp the dashboard in the future, hence a modern UI was designed which is currently under development
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