Connecting systems, connecting people
Project
Canvas, a web application for Verizon
Year
November 2018 - March 2020
My role
UX/UI Designer - Responsible for discovery and ideation, user research and engagement, functional requirements and KPIs, usability testing, information architecture, branding and visual design, prototypes
Problem
There are over 10,000+ provisioning engineers & IT professionals who are responsible for the routing, configuration, security and trouble-shooting of Verizon’s networking and telecommunication system.
Addressing these often minute-by-minute challenges is difficult enough - on top of the fact that users have to juggle work across multiple applications, each having a unique UI and UX. Workflows cut across these multiple applications, requiring users to “swivel chair” between interfaces constantly. This makes for inefficient and frustrating workflows.
Product Goals
A unified platform for all
Integrate and streamline the multiple applications into a single platform to provide a seamless experience and facilitate alignment across teams and engineers.Optimize time and tasks
Eliminate data silos & disjointed work flows to improve communication, efficiency and user engagement.Manage a variety of scenarios with ease
Revamp navigation and information architecture so users can seamlessly configure, deploy and manage across different layers and channels.Prioritize and balance
Align user needs with business goals. Approach the revamping of outdated backend systems with flexible design options.Balance the technical with aesthetics
Truly understand our users’ industry and work in order to provide valuable insights and solutions. Pair it with beautiful UI that reflects our users needs and environments in order to deliver the best overall experience.
Canvas brings teams and tools together.
With everything needed to provide telecom products and services in one place, Verizon network provisioners can focus on delivering great customer service, not confusing UI.
Before - Separate dashboards for multiple applications, resulting in disjointed work flow, inefficiencies and “swivel chairs” between interfaces in order to complete tasks
After - Single, streamlined dashboard that is function and task based rather than application based, which eliminates data silos and boosts user engagement
Strategy
I audited the applications - starting from the bottom with integrating data all the way up to managing the collection of applications being integrated.
Information Architecture
I used tools like Miro to help me compare the information architecture of different applications. The image above shows a comparison in the “Order” category of two separate applications.
Outcomes
50%
Reduced
screens
80%
Reduced
chair-swivels
60%
Reduced
time on task
LESSONS
Search for the common denominators.
In migrating multiple applications onto one single dashboard, it became clear that different user groups had their own set of naming conventions, habits and priorities. It took a lot of research and patience to figure out how to create a flexible design that would fit the majority of users’ needs.
It’s almost impossible to create a great user experience without solid information architecture.
Our users’ abilities to find content quickly and in a way that matched their mental models and expected taxonomies was crucial in creating a great user experience.