Employees port their personal phone, new or existing onto the company platform, to make it secure.
THE PROBLEM
HIGH LEVEL TIMELINE
Retention: retain existing customers
Acquisition: Acquire new customers
MAKE OF THE TEAM
I lead a multi discipline team comprising of product manager, senior designer, ux researcher, content designer and engineering partners.
Background
Overview
Esper began a design of a new B2B application with the vision of becoming the next biggest MDM and security provider platform alongside SOTI, and Microsoft InTune
I am the only designer at Esper.
I have experienced significant personal and professional growth, achieving the following milestones:
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Implementation of a robust design process, bringing structure to our team's workflow and enhancing visibility for other departments regarding our upcoming sprints.
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Significantly improved usability across the platform by initiating comprehensive UX research and usability testing, a practice that was previously absent during the external consultancy's involvement.
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Successful establishment of a design kit, ensuring consistent visual elements throughout various sections of the platform.
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Creation of a design system, providing clarity to the Engineering and Product teams on the rationale behind component selection and implementation choices.
Esper Design Process
I established a design process at Esper based on the Double Diamond Theory and Lean UX process. My aim is to incorporate the key phases of Discovery, Definition, Ideation and Implementation in all of our projects.
Understanding the problem
Prior to the establishment of Esper’s design team, an initial version of the platform was released developed by an external consultancy. However, these mockups lacked usability testing and did not adequately consider technical and product constraints.
To address this, I conducted research interviews with primary users, specifically Administrators, to identify any pain points associated with the first release.
My research focused on:
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Understanding user goals and needs
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Identifying pain points within the existing user journey
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Assessing task performance and measuring success metrics
Research
To conduct research I conducted User interviews for early stage research and planned for diary study after initial research was completed.
Admin’s spend minimum of 8 mins to provision one device, a company can have anywhere from 1000 - 100,000 employees, that’s a lot of time to start a new employee.
A user’s environment comprises of tablets or phones. Provisioning a device is a part of the setup process for making a phone or tablet to be available for use within the user’s multi tenant or single tenant environment.
Insights
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A large base of users are not technically sound
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Almost all users do not have access to support from admin
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Users can go months in between visiting an admin
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More involved in day to day duties e.g. time card punching
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Users are not aware data protection policies
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Updating devices to latest policies or Operating systems can take months as users do not visit admins regularly.
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Users are not aware of changing compliance and policy enforcement.
After synthesizing the insights from the user interviews I used an affinity map to identify the types of problems that competitors provide.
I relied on a data-driven approach a combination of Contextual Inquiry and Competitive Analysis to narrow down on the most easiest to use and develop.
Narrowing the scope
Based on the user interviews and discussions with developers I narrowed down the solution to offer as QR code or barcode provisioning.
User Stories
As a user I would like to provision company or personal device so that I may use extended features and also get secure access to my company server.
As a user I would like to be informed of all the steps while provisioning so that I may correct any errors if it comes by.
Old Design
Wireframes
HiFi mockups
Final Solution
I finalized on the design and steps to provision based on feedback within the team and went ahead to release.
A device user scans an email with a QR code and starts the provisioning process.
The provisioning steps detail out the steps and time remaining to complete the setup.
Goals, Signals and Metrics
