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SERVICE NOW
Partner Portal / Admin Workspace
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
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Sr UX UI Designer
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Initial copywriter
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UX Research
TIMELINE
TEAM
2 Years
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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
Scroll to explore
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
- 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
