Redesign of IT-MIS Dashboard which led to saving of 5M INR annually and increase in user satisfaction by 67%
Redesign of IT-MIS Dashboard which led to saving of 5M INR annually and increase in user satisfaction by 67%
Redesign of IT-MIS Dashboard which led to saving of 5M INR annually and increase in user satisfaction by 67%
UX Research
Information Architecture
Visual Design
UX Strategy
Interaction Design
Context
Context
Simdaa Technologies, a Business Analytics company specialized in delivering custom dashboards, developed an IT-MIS Dashboard for one of its clients (client's name withheld due to NDA). The IT-MIS Dashboard which had been live for three years, was used to monitor IT department performance, and I was handed the responsibility to lead the redesign.
Simdaa Technologies, a Business Analytics company specialized in delivering custom dashboards, developed an IT-MIS Dashboard for one of its clients (client's name withheld due to NDA). The IT-MIS Dashboard which had been live for three years, was used to monitor IT department performance, and I was handed the responsibility to lead the redesign.
Old Design
Old Design
My Role
My Role
UX Researcher
UX Researcher
Information Architect
Information Architect
Interaction Designer
Interaction Designer
Visual Designer
Visual Designer
Duration
Duration
1 Year
1 Year
Industry
Industry
SAAS
SAAS
Devices
Devices
Desktop
Desktop
Tablet
Tablet
Users
Users
Users
There were total of 18,430 users who were part of client’s IT department and the dashboard was used for strategic decision making and performance insights. This was based on various types of IT-ticketing data.
There were total of 18,430 users who were part of client’s IT department and the dashboard was used for strategic decision making and performance insights. This was based on various types of IT-ticketing data.
There were total of 18,430 users who were part of client’s IT department and the dashboard was used for strategic decision making and performance insights. This was based on various types of IT-ticketing data.
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Chief Info. Officer (CIO)
Requires high-level strategic insights to evaluate IT performance and develop a globally aligned strategy that supports business objectives.
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Chief Info. Officer (CIO)
Requires high-level strategic insights to evaluate IT performance and develop a globally aligned strategy that supports business objectives.
👨🏻💼
Chief Info. Officer (CIO)
Requires high-level strategic insights to evaluate IT performance and develop a globally aligned strategy that supports business objectives.
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Senior Leaders (SLT)
Primarily operates at a macro level, monitoring regional IT performance and trends, but drills down into micro-level details when necessary.
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Senior Leaders (SLT)
Primarily operates at a macro level, monitoring regional IT performance and trends, but drills down into micro-level details when necessary.
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Senior Leaders (SLT)
Primarily operates at a macro level, monitoring regional IT performance and trends, but drills down into micro-level details when necessary.
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IT Leaders (ITLT)
Actively monitors system performance, ticketing data, and agent productivity, ensuring operational efficiency and issue resolution at a granular level.
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IT Leaders (ITLT)
Actively monitors system performance, ticketing data, and agent productivity, ensuring operational efficiency and issue resolution at a granular level.
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IT Leaders (ITLT)
Actively monitors system performance, ticketing data, and agent productivity, ensuring operational efficiency and issue resolution at a granular level.
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Agents
Directly handle IT issues and system maintenance, needing real-time ticketing updates, and troubleshooting insights to improve response efficiency.
👨🏻💻
Agents
Directly handle IT issues and system maintenance, needing real-time ticketing updates, and troubleshooting insights to improve response efficiency.
👨🏻💻
Agents
Directly handle IT issues and system maintenance, needing real-time ticketing updates, and troubleshooting insights to improve response efficiency.
Key Insights
Key Insights
UX Research was performed using User Interview, User Survey, Stakeholder Interviews, Field Studies, Usability Tests and Heuristic Evaluations and insights aligned with the client and business directions were prioritized.
UX Research was performed using User Interview, User Survey, Stakeholder Interviews, Field Studies, Usability Tests and Heuristic Evaluations and insights aligned with the client and business directions were prioritized.
UX Research was performed using User Interview, User Survey, Stakeholder Interviews, Field Studies, Usability Tests and Heuristic Evaluations and insights aligned with the client and business directions were prioritized.
98% of total tasks involved used of navigation panel
Primary source of friction was navigation panel consisting 22 uncategorized and ungrouped pages
98% of total tasks involved used of navigation panel
Primary source of friction was navigation panel consisting 22 uncategorized and ungrouped pages
98% of total tasks involved used 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 the complex dashboard and Introduce the brand identity in the redesign without making the users feel alienated.
How might we simplify the complex dashboard and Introduce the brand identity in the redesign without making the users feel alienated.
How might we simplify the complex dashboard and Introduce the brand identity in the redesign without making the users feel alienated.
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Micro Challenge 1
How might we simplify switching between pages
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Micro Challenge 1
How might we simplify switching between pages
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Micro Challenge 1
How might we simplify switching between pages
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Micro Challenge 1
How might we reduce the cognitive overload
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Micro Challenge 1
How might we reduce the cognitive overload
🧠
Micro Challenge 1
How might we reduce the cognitive overload
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Micro Challenge 1
How might we imbibe brand identity in the redesign
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Micro Challenge 1
How might we imbibe brand identity in the redesign
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Micro Challenge 1
How might we imbibe brand identity in the redesign
Solution
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.
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.
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.
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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.
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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.
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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.
The impact was measured based on the metrics that were critical in driving the business for Simdaa Technologies and its client.
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 INR.
23% reduction in Time on Task translated into client’s annual savings of 5M INR.
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% .
Key Learnings
1
Learning
Stakeholders require a sense of direction when undergoing a major redesign and getting feedback early saves business resources
What would I do differently?
Create a mockup with various directions in which a redesign can take be directed and discuss the resource allocation and impact during the early phases
1
Learning
Stakeholders require a sense of direction when undergoing a major redesign and getting feedback early saves business resources
What would I do differently?
Create a mockup with various directions in which a redesign can take be directed and discuss the resource allocation and impact during the early phases
1
Learning
Stakeholders require a sense of direction when undergoing a major redesign and getting feedback early saves business resources
What would I do differently?
Create a mockup with various directions in which a redesign can take be directed and discuss the resource allocation and impact during the early phases
2
Learning
Redesign involves constraints like development resources, deadlines, business direction along with user needs and pain points
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
2
Learning
Redesign involves constraints like development resources, deadlines, business direction along with user needs and pain points
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
2
Learning
Redesign involves constraints like development resources, deadlines, business direction along with user needs and pain points
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