EASE OF USE PROGRAM
To establish a program to implement standards and mechanisms for improving Ease of Use across the organization.
BACKGROUND
Customer research indicates that Ease of Use is the second most important factor for customer satisfaction, after product capabilities. However, teams faced difficulties in measuring and reporting Ease of Use due to the lack of standardized metrics and inconsistent aggregated reporting. To address this issue, The CX Org proposed the Ease of Use program, which aimed to enhance customer value, increase adoption and retention, and establish standards for driving improvements. This program would enable leadership to strategically invest in improving the overall user experience.
MY ROLE
To collaborate with stakeholders like Principal Designers, Product Managers and Service Leaders in defining the Ease of Use program. This involved gaining insights into the gaps and pain areas of current teams, identifying crucial milestones to drive program adoption amongst teams, and creating a platform for teams to consume quantitative data, analysis, and insights from customer interactions with their service.
APPROACH
01
Interviewed console teams
02
Evaluated current dashboards
03
Collaborated to achieve shared UX goals
04
Decided on project timelines
05
Developed process documents
OUTCOME
A comprehensive guide for all stakeholders involved in the program, ensuring that everyone is aligned on the program's goals, objectives, and scope. This helped minimize confusion and misunderstandings, and ensure that everyone is working towards the same end goal.​
Program Definition doc
Program Milestones doc
The milestone outline document provided a clear roadmap for the program, detailing key milestones, deliverables, and ownership needed for success. This kept the program on track and ensured consistent progress toward our goals.
Metrics definition doc
This documented the definitions, calculations, and significance of each metric , detailing how they align with Ease of Use standards.
Metrics Dashboard
The metrics dashboard, developed using QuickSight, features a user-friendly navigation and intuitive layout, providing clear and actionable insights through well-crafted visualizations. It enables users to analyze trends, compare data across different periods, and access key metrics such as aggregates, averages, and completion rates. This dashboard has significantly improved data accessibility, empowering users to make informed decisions quickly and effectively.
Review mechanism guide
Establishing mechanisms for leadership at all levels (from service team, to GM org, to VP org) to review and track Ease of Use Performance. Includes reporting for QBR , MBR and WBR.
Metrics analysis and staging doc
A comprehensive guide outlining the process for identifying relevant metrics, documenting and interpreting findings, highlighting anomalies, and making collaborative recommendations with product, engineering, and UX teams.
Reporting template
The reporting template will provide a standardized format for reporting on program progress and performance. This will help to ensure that all stakeholders are receiving consistent and relevant information, making it easier to identify areas of success and areas that require improvement.
IMPACT
Three out of five service teams in the IoT Org piloted and adopted the program, successfully reporting quarterly console CX health status to leadership.
The metrics dashboard gained significant visibility, becoming a critical tool for teams to track console performance metrics. The introduction of the Generative BI capabilities enhanced data analysis, enabling more efficient and accurate insights.
Reporting for leadership has been simplified.
​​Product Managers gained a key advantage by understanding customer satisfaction levels and prioritizing the product roadmap.
SIGNIFICANT WIN
CONSOLE METRICS DASHBOARD​
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Conceptualized and developed by me, using QuickSight, this dashboard features a user-friendly navigation and intuitive layout, providing clear and actionable insights through well-crafted visualizations. It enables users to analyze trends, compare data across different periods, and access key metrics such as aggregates, averages, and completion rates.
The visual animates automatically and does not have any user controls.
GENERATIVE BI
Amazon Q is a powerful tool that enhances user interaction through natural language processing. My role was instrumental in developing an intuitive interface that integrated Q's capabilities into the dashboard seamlessly. This included designing user-friendly input fields for natural language queries and ensuring that the resulting information was presented in a clear and easily digestible format.
Demo of Q in QuickSight
Q helps build, discover, refine and share meaningful insights in minutes using natural language prompts.
DESIGNING THROUGH CHALLENGES : HOW I DELIVERED RESULTS
Situation
The CX Org aimed to redefine the Ease of Use program to focus on supporting and reporting the health of their console services.
Two major challenges emerged:
Dashboard Usability: An already existing metrics dashboard, which served all services, was not user-friendly, requiring teams to manually export data into Excel to create custom charts and derive insights.
Team Alignment and Process Adoption: Internal teams lacked understanding of the importance of console health and needed guidance on utilizing reports and adopting a standardized process.
Task
To collaborate with stakeholders, including Principal Designers, Product Managers, and Service Leaders, to address these challenges by: Presenting metrics data in a more actionable and user-friendly format for quicker insights.
Educating teams on the value of console health reporting and establishing a clear, repeatable process for them to follow.
Action
Tackling Dashboard Usability:
1. The team that supported the current dashboard User Insights (UIS) team was overwhelmed with their own roadmap priorities and did not have time to priortize this. I took Bias for Action in independently building a test dashboard for the team that highlighted key insights, visualizations, and measures to track relevant console metrics. This self-initiative set the tone and vision for a platform where teams could access more meaningful and actionable information, rather than sifting through the overwhelming sea of metrics provided by the existing dashboard.
2. Iteratively collaborated with the User Insights (UIS) team to redesign their dashboard, ensuring alignment with the needs of all stakeholders.
3. Conducted user feedback sessions and usability testing to identify pain points and prioritize features, such as interactive charts and automated data interpretation.
Aligning Teams and Establishing Processes:
1. Identified and worked with one pilot team at a time, gaining insights into their pain points while educating them on the importance of monitoring console health and leveraging metrics for informed decision-making.
2. Developed comprehensive documentation, including process guides and reporting templates, to facilitate adoption and maintain consistency across teams.
3. Established regular communication channels by way of weekly office hours to address concerns, gather feedback, and refine processes to better meet team needs.
Results
1. Delivered a redesigned, user-friendly metrics dashboard that eliminated the need for manual data processing, enabling faster insights and improved decision-making.
2. Created a structured process for IoT teams, supported by documentation, templates, and training, which streamlined the measurement and reporting of console health.
3. Increased IoT teams' understanding of the importance of Ease of Use, driving broader adoption of the program and contributing to improved customer satisfaction
Impact
What started off a sample dashboard, gained significant visibility, across multiple teams becoming a critical tool for (IoT) teams to track console performance metrics. The very first pilot team adopted the program, successfully reporting quarterly console CX health status to leadership.
The UIS team offered to collaborate with me in redesigning and improvising their dashboard.
Reporting for leadership has been simplified.
Product Managers gained a key advantage by understanding customer satisfaction levels and prioritizing the product roadmap.