We produced a Product Vision for the Mobile application that included design ideas from the hive intelligence of the team and our users. The Product Vision built alignment and clarity across the team by communicating who we were designing for, how they were going to use it, and what was the value we were delivering.
The Change of Direction
When the business changed the product direction, we had to rethink how the mobile application was going to work, and what we were going to communicate to our users. Smartphones are extremely personal, and over-communication is the number one reason why people abandon a mobile phone application. We had to redefine when users needed to be notified when our target persona changed.
Because we were responsible for the end-to-end experience, we also needed to design the application that the internal Vertiv Service team was using to receive requests from the mobile application users. We created 2 more personas for Vertiv Service. We performed Usability testing with our internal users remotely from our Service Centers in Romania, and the Philippines so that we could make sure those users were engaged in the design process, and contributing their design ideas.
We designed an ecosystem of integrated applications for a seamless user experience from our external customers to our internal service team. We simplified user on-boarding, and registration to allow our customers to have visibility into Vertiv Service execution from the cloud.