My Role
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Visual Lead - Product
Methods
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Customer Journey Map
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Brainstorming
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Personas
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Design Guidelines
Duration
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Scenarios
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Sketch
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Prototypes
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Component Library
Aug 2016 - March 2018
Introduction
PagerDuty is a cloud computing company that produces a SaaS incident response platform for IT departments. PagerDuty was focused on its desktop platform for incident management. Data from usability research revealed a large mobile audience. Working with Product Managers and UX Designers, I redesigned a user-friendly flow and design for the PagerDuty dashboard and native mobile app. The redesign received the Gold Winner for Software Service/Product of the Year in 2017.
Process
At the start of the project, my task was to take the Operations Command Console to the next level and implement the "Focus Feature" of the dashboard. Once a project goal, timeline, and resources were decided, a creative brief was drafted.
As the project was kicked off, user research began. I interviewed several PagerDuty engineers and customers. Different personas were derived from these interviews. I created flowcharts, wireframes, UI specifications, pixel perfect mockups, and improved overall user experience. Color plays an important role in the PagerDuty brand, in particular, the status of incidents in the desktop and mobile apps. I worked closely with the UX Engineers and fellow designers to redesign the PagerDuty mobile app and explored future evolution of the PagerDuty brand.
User Flow
For the Focus Feature in the mobile space, the modules contained tiles which will highlight all the other relevant incidents on the Operations Command Console. Using positive and negative space, I pushed the noise to the background and bubbled up the related incidents to the forefront.
Activated Focus Feature
Brand Exploration
Looking ahead into the future of PagerDuty's brand, I undertook the task of exploring different style scapes and visual aesthetics. I came up with 3 very distinct styles and color palette.
Iterating Designs Based on User Feedback
After rolling out our related incidents alerts, our customers were facing an abundance of alerts that were doubles or copies of one incident. We started to implement Machine Learning into our designs to sort and filter the alerts into smarter clustered alerts.
Here's a snapshot of working out how to implement AI/ML in clustering alerts for our users. Our task was to reduce the noise of irrelevant alerts and avoid our users from experiencing notification fatigue.
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Discovery Process
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Sketches
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Application structure
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AI/ML
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Brainstorming
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Design Strategy
Case Study
UX Research
Target audience: Responders, Support Teams, Engineering Managers, Stakeholders
Industry Insights: PagerDuty supports over 200 integrations, including the various tools used by engineering teams that could continue to follow their own SLAs and escalation policies, but with their own standardized alerting and notification on PagerDuty. PagerDuty has the most advanced and streamlined tool on the market and it's award-winning UI.
Personas (3): Responder, Engineering Manager and Support
Role: Responder
Age: 33
Work: Finance, San Francisco, CA
Family: Married, 1 kid
PD Adoption: Expert level
Goals: MTTR in record time,
Need: Accomplish tasks through PD Operations Command Console, track resolved incidents and document post-mortems.
Role: Engineering Manager
Age: 39
Work: Tech, San Jose, CA
Family: Married, 0 kids
PD Adoption: Intermediate Level
Goals: Shorten Team MTTR time.
Need: Delegate incidents and schedule shifts between team members.
Role: Support
Age: 27
Work: IT, Sacramento, CA
Family: Single, 0 kids
PD Adoption: Entry level
Goals: Assist responders with direct support.
Need: Documentation, admin tools and reports.
Machine Learning | Artificial Intelligence (ML|AI)
Intelligent Alert Notification Tops the List of Big-Time Benefits
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Intelligent Alert Notification. PagerDuty notifies the right teams, who can immediately start working on the incident from PagerDuty’s mobile app.
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Seamless Integration. PagerDuty integrates all of its different tools the customer uses. In doing so, the company can meet its service level agreements while offering employees flexibility in how they work.
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Engagement. Now addressing incidents more quickly than before. Moreover, by providing increased visibility and analytics, PagerDuty has enabled their users to gain valuable insights and quickly identify issues that warrant further attention.
Improve Business Operations
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Ensure business stakeholders are engaged to take the right action for customers
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Turn any signal automatically into orchestrated, cross-functional response
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Lean on built-in communications best practices to mobilize the right way
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