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SERVICE NOW
Partner Portal
Sr UX UI Designer for several Partner Portal programs, implementing additional functionality within existing Partner (~2,200) programs, creating net-new programs, and worked with a team of designers creating new internal AI-integrated analytical internal portal.
ROLE
TIMELINE
Sr UX UI Designer
2 Years
TEAM
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Internal user groups / SMEs
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Engineering
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Project Managers
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Managers, Directors, VPs
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3rd-party design team
FOCUS AREAS
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Intuitive experiences
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task simplification
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contextual help reveal
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adhere to style guides and modify when necessary
Scroll to explore
- THE OVERALL PROBLEMS
Program complexity
Partners and Customers struggle to navigate the many programs and requirements.
Cumbersome analytics
Data was plentiful but not always sliced in ways that enabled Partners to make the key decisions with the data delivered.
Information obscurity and overload
Too much disparate information in many different places with little contextual relevance.
Much internal assistance needed
Because of the complexity of program eligibility and progression through requirements and milestones, internal Account Managers frequently have to offer hand-holding to ensure Partners and Customers are getting the full benefits of programs.
- THE OVERALL CHALLENGES
Resources
Because our Engineering team worked on many projects from different teams at once, the resources were stretched very thin.
Release schedules
We had many projects in Engineering at any given time. Our runways could be days, weeks, or months, depending on the project.
Evaluations
Because runways were usually short and very strategic, evaluations needed to be strategic and concise, and involved many Stakeholders.
Communications
Communications could be trying at times, with so many Stakeholders getting briefed by different players at different stages, frequently the message would get garbled and be inaccurate.
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THE SOLUTIONS
Partner Leads Management
NET NEW
A net-new Partner program allowing Partners to view, and act on, and track curated leads through their lifecycle to deal or build order conversion. This also has a separate Partner Admin view to manage Sellers and leads in the pipeline.
ROLE
TIMELINE
Sr UX UI Designer
4 Months
TEAM
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SMEs
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Engineering
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Project Managers
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Managers, Directors, VPs
FOCUS AREAS
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Intuitive experiences
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task simplification
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contextual help reveal
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adhere to style guides and modify when necessary
EPIC
As a PLM/SL, I need to quickly assess leads that meet my company’s criteria and strategy so I can start acting on them to convert them to a deal and generate revenue for my company.
~2,200
USERS
100*
EFFICIENCY GAIN
90%*
USER SATISFACTION
3sec
TIME TO TASK
* Projected based on user testing
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THE SOLUTIONS
Opportunity Dashboard
NET NEW
A net-new Partner program allowing Partners to view, and act on, and track curated leads through their lifecycle to deal or build order conversion. This also has a separate Partner Admin view to manage Seller's lead load and leads in the pipeline.
ROLE
TIMELINE
Sr UX UI Designer
2 Months
TEAM
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SMEs
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Engineering
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Project Managers
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Managers, Directors, VPs
FOCUS AREAS
-
Intuitive experiences
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task simplification
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contextual help reveal
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adhere to style guides and modify when necessary
EPIC
As a GPC Ops, I need to have all the data for my global partner reports displayed in one customizable interface, so I can see each Partner’s pipeline performance in real time, so I can efficiently manage my Partner’s pipelines.
(This is one quick flow in this full experience)
>500
USERS
TBD*
EFFICIENCY GAIN
TBD*
USER SATISFACTION
3-10 sec
TIME TO TASK
* At the time of contract end, metrics were not available.
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THE SOLUTIONS
Partner Success Review
An added feature to the PSR program that allows Partners to initiate skills reviews that will contribute to their Partner standing.
ROLE
TIMELINE
Sr UX UI Designer
2 Months
TEAM
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SMEs
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Engineering
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Project Managers
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Managers, Directors, VPs
FOCUS AREAS
-
Intuitive experiences
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task simplification
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contextual help reveal
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adhere to style guides and modify when necessary
EPIC
As a Partner, I need to initiate eligible skill reviews to be able to gain higher ranking and visibility in Partner Finder to be able to attract more Customers to increase revenue for my company.
>2,200
USERS
TBD*
EFFICIENCY GAIN
TBD*
USER SATISFACTION
3-10 sec
TIME TO TASK
* At the time of contract end, metrics were not available.
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THE SOLUTIONS
Administration Management
NET NEW
A net-new Partner feature that allows Partners to manage their user and user group access. There was no real notion of ACL platform provisioning at the time, we had to think through provisioning user access through a more manual process. This process involved both users and user groups within groups, as well as granular access. This is an early vision on how we could approach this.
ROLE
TIMELINE
Sr UX UI Designer
2 days
TEAM
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SMEs
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Engineering
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Project Managers
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Managers, Directors, VPs
FOCUS AREAS
-
Intuitive experiences
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task simplification
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contextual help reveal
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adhere to style guides and modify when necessary
EPIC
As a Partner Admin, I need be able to provision Portal access and actions for my team .
>2,200
USERS
TBD*
EFFICIENCY GAIN
TBD*
USER SATISFACTION
3-10 sec
TIME TO TASK
* At the time of contract end, metrics were not available.
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THE SOLUTIONS
Specialization Program
NET NEW
A net-new Partner program that allows Partners to understand where they are in their Specialization journey, and quickly identify gaps that inhibit their progress, across programs and geos.
ROLE
TIMELINE
Sr UX UI Designer
2 days
TEAM
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SMEs
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Engineering
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Project Managers
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Managers, Directors, VPs
FOCUS AREAS
-
Intuitive experiences
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task simplification
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contextual help reveal
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adhere to style guides and modify when necessary
EPIC
As a SN Partner, I want to know where my company stands in the specialization requirements landscape, and specifically how to progress further, in order to gain benefits and improve my Partner Finder ranking to gain more clout and income for my company.
>1,000
USERS
TBD*
EFFICIENCY GAIN
TBD*
USER SATISFACTION
3-10 sec
TIME TO TASK
* At the time of contract end, metrics were not available.
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THE SOLUTIONS
Metrics Dashboard
NET NEW
A net-new Partner feature that allows Partners to manage their user and user group access. There was no real notion of ACL platform provisioning at the time, we had to think through provisioning user access through a more manual process. This process involved both users and user groups within groups, as well as granular access. This is an early vision on how we could approach this.
ROLE
TIMELINE
Sr UX UI Designer
1 day
TEAM
-
SMEs
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Engineering
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Project Managers
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Managers, Directors, VPs
FOCUS AREAS
-
Intuitive experiences
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task simplification
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contextual help reveal
-
adhere to style guides and modify when necessary
EPIC
As a Partner, I need to be able to see my NNAVC and logo metrics, and to see a consolidated list of my company’s analytics pages, in order to be ale to make informed decisions for my company.
>2,200
USERS
TBD*
EFFICIENCY GAIN
TBD*
USER SATISFACTION
3 sec
TIME TO TASK
* At the time of contract end, metrics were not available.
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THE SOLUTIONS
Email Template Redesign
Initiative
Clear and concise customer communication is key. Users need to quickly understand what type of communication it is to quickly triage their attention and actions.
Email types
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Actionable
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Urgent
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Important
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Informational/confirmational
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Cross/upsell
ROLE
TIMELINE
Sr UX UI Designer
1 day
TEAM
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Project Managers
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Content writers
FOCUS AREAS
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Succinct scanable content
