Integral revamp of online management service and automation of support capabilities.
The Challenge
- Existing product portal was not used by any of the customers
- Support service overwhelmed by requests coming from customers
- Experience provided was inconsistent and communications with customers were fragmented
Approach
- Customers Interviews involving contextual enquiry and user testing
- Customer Satisfaction survey
- Discovery and strategy workshops carried out with key stakeholders.
- Redesign of UX experience and online platform for customers.
Discovery
Experience Mapping, personas development, user research and customer satisfaction survey.
![](https://rebecamiranda.net/wp-content/uploads/2021/09/ExperienceMappping_stickynotes-scaled.jpg)
![](https://rebecamiranda.net/wp-content/uploads/2021/09/Persona-MFW-Customer_H12020_v1.0-1024x736.png)
![](https://rebecamiranda.net/wp-content/uploads/2021/09/Persona-SOC-Analyst_H12020_v1.0-1024x736.png)
![](http://rebecamiranda.net/wp-content/uploads/2021/09/Screenshot-2021-09-29-at-11.30.07-1024x578.png)
![](http://rebecamiranda.net/wp-content/uploads/2021/09/Screenshot-2021-09-29-at-11.29.48-1024x578.png)
Strategy workshop
Created and discussed Opportunity Map to identify key areas with senior stakeholders and SMEs
![](https://rebecamiranda.net/wp-content/uploads/2021/09/MFW-Opportunity-Map_H12020_v1.0-1024x466.png)
Design process
Led the design and creation Mid and High fidelity wireframes.
![](https://rebecamiranda.net/wp-content/uploads/2021/09/MFW-section-Design-set-up-1024x762.png)
![](https://rebecamiranda.net/wp-content/uploads/2021/09/MFW-section-MFW-Requirements-gathering-workshop.png)
![](https://rebecamiranda.net/wp-content/uploads/2021/09/MFW-section-MMid-fi-wires-0.1-cropped.png)
Results
- Reduction on resource consumption by decommission old reporting portal.
- Drive strategic goal by integrating existing online capabilities into central platform
- Increase visibility and exposure of security product to new customer segments and vice versa.
![](http://rebecamiranda.net/wp-content/uploads/2021/09/MFW-Inventory-dashboard-1024x699.png)
![](http://rebecamiranda.net/wp-content/uploads/2021/09/MFW-Device-Details-808x1024.png)
![](https://rebecamiranda.net/wp-content/uploads/2021/09/MFW-Monitoring-Device-dashboard_cropped-712x1024.png)
![](https://rebecamiranda.net/wp-content/uploads/2021/09/MFW-Monitoring-Interface-dashboard_cropped-646x1024.png)
Learnings
- Focus UX effort on reducing the scope of the MVP to the maximum allowed the kick-start of the development