In 2017 my team was tasked with designing a mobile application that would allow users to monitor devices on the cloud. At the end of Q1 in 2018 the business decided the app should no longer be a monitoring app, but rather a portal providing visibility into Vertiv Service Execution.​​​​​​​
Monitoring technology is undergoing a transformation from on-premise monitoring to the Cloud. Large companies are making moves from the datacenter to the edge. When Platinum Equity purchased Emerson Network Power, which is now Vertiv they did it because of the world-class Services coverage that Vertiv provides to their customers. There was no real visibility for their customers into that value. It was our task to shift the mobile application we started to design from mobile monitoring on the Cloud to visibility into Vertiv Service Execution. 
The Challenge

The biggest problem to be solved was that the goals of the user changed. Service customers have service contracts on their equipment and they pay Vertiv to provide service and resolve issues for them. 
Our high level goals:

Bring customer attention to what’s important
Filter Noise
Simplify management
Build trust
Transparency into service execution
Never display data to the customer without thinking about it
My Role

Due to a lack of resources I was Managing and Leading Design on this project. We built the first iteration of this project in 2017 using Adobe Illustrator and Adobe XD, which we learned as we implemented it. I had been wanting to update our processes, so while  we were working on this project we switched to using Sketch and UX Pin for rapid prototyping. So we were then learning how to use the software, and building a new design system while we were adhering to our UX process. 
First iteration of the Design System for the Mobile Application
I also worked with a UX Researcher, the project Stakeholder, and the engineering team. 
The Vertiv Advisor mobile application launched in the Google Play Store, and the Apple store in Nov. of 2018.
The first iteration of this project was created as a field trial and it was rather chaotic because it didn’t follow our standard UX processes from the start. We managed to get a prototype created and tested with customers. We used this data for the direction of the original design. Then the business decided to change the product direction. 
The team collected 712 datapoints from potential users via usability testing.  One of the challenges that the team faced, was that we were all located in different states. In the past we used to affinity diagrams in person with post-it notes. But this time, we discovered that we could create an affinity diagram remotely by importing the data into virtual post-it notes in Lucid Chart. This was a huge discovery and it drastically reduced the time it took to create the affinity diagram and it didn't require us to travel.

The virtual affinity diagram

Once we had user data, we were able to create Personas, and Storyboards that aligned to the insights that we drew during research. 

One of the two personas we created. 

Storyboard collaboration with UX Professional Richelle Whitaker.

We also created UX Elements and Themes to build a common vocabulary and to trace the storyboard data to the user research.
By involving our users, we discovered business opportunities in every step of the design process. We provided new pathways in the mobile application to up-sell and cross-sell. 

Interaction Design Map of screens

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 decided to 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 after our target persona changed. 

The Result

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 customer touchpoints to our internal service team. We simplified the user on-boarding and registration experience to allow our customers to have visibility into Vertiv Service execution from the cloud.

This is the email invitation to get users to register for the Vertiv Advisor mobile app. 

Customer-facing screen concepts that tie the Vertiv Ecosystem together.

The Vertiv Advisor Mobile application was released in Q4 of 2018. I am looking forward to getting quantitative metrics on the product adoption and doing some followup usability testing to find out if it truly delights our users the way we think it will and aligns to the qualitative data we collected.

Eventually users will be able to log into the public facing web site to access the same data that is stored on the cloud and is available in the mobile application. 

The whole site is going through continuous improvements via refactoring, this page example was the latest iteration based on usability feedback we received. Site usage metrics showed that users were not finding information that was 'below the fold'.

I worked with the Customer Experience team to improve their SEO by raising the call to action above the fold and bringing users to their target destination with fewer clicks.  
We are continuing to make improvements to the entire Vertiv ecosystem so that we can provide the best experience for our users.  We want their experience to be consistent and build Vertiv Brand equity, at every customer touchpoint. 

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