Device Intelligence Platform Experience

The problem

Currently the (reverse) device supply chain consists of a large (50+) amount of bespoke and highly technical apps. This makes it really hard and time consuming for users to track devices and optimize the supply chain. This negatively impacts customer satisfaction, device velocity, productivity, and profits.

Results

This experience distinguishes itself from generic business intelligence tools by being optimized for (reverse) device supply chains. It enhances productivity, financial performance and customer satisfaction.

Actions

Completed extensive research; understanding the (reverse) device supply chain, users & stakeholders, jobs-to-be-done, existing offerings, trends and expected outcomes.

Based on the learnings from the research, the design was divided into three distinct workflows that align with different user's needs;

• Insights - to drive optimizations

• Configure - to configure the various aspects of the supply chain

• Resolve - resolve any issues & problems that occur; this covers incident and case management.

Created comprehensive current & ideal journey maps capturing all stakeholders, job-to-be-done, emotions, friction points, alternate paths and extracted the design direction.

Design direction:

• Optimize across the entire supply chain by integrating disparate data silos and application.

• Create a user friendly taxonomy of objects and relationships.

• Optimize the experience for each role; clear tactical instructions for tactical roles, strategic insights for strategic roles.

• Deliver actionable insights: Data and charts are not the end-goal, instead provide summarized insights that the user can take immediate action on.

• Leverage the Design System and expand where appropriate.

• Leverage the modern backend of microservices, APIs, automation and cloud.

• Flexible to allow for future expansion.

This led to the design of the first comprehensive device (reverse) device supply chain experience, which is contextual to each role, user friendly, flexible and directly actionable.

My role

I was the sole researcher and designer of this platform. I collaborated closely with various internal stakeholders including product managers, development leads, sales, strategy and marketing. All actions taken are my own.

After...

Before...

Spotlight: Insight Cards

Problem

Raw data and graphs still require users to interpret them, to actually gain meaningful insights.

Objective

Generate meaningful insights automatically using descriptive AI. Recommend possible courses of action. Leave the decision making with the user, where it belongs.

Design

Insight cards provide the meaningful insights and the various courses of action. Its contents is highly customizable to the specific context using various components.

In a page layout, each insight card is augmented with graphs to ensure the user gains confidence in the insight.

Example of an Insight card

Insight card in context, with supporting graphs