orchestra
What is Orchestra?
The orchestra project aims to revamp the current network provisioning system and database, ATLAS. We are reconstructing the infrastructure of the database by dividing the single mass database into categories with addition of metadata, such as geographic locations, from which the new provisioning system can pull information. The UX team is tasked to redesign the current interface, which, as of now, looks similar to windows 5 design template.
Why the change?
The main goal of the project is to deliver exceptional IT services defined by faster turnaround for standard service request, increase accuracy of resource documentation, automation of key resource assignment tasks and provisioning tasks, visualization of the business process, and increased system usability score. Moreover, to provide a visually comfortable interface to reduce training period.
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Team: Network Infrastructure & Services R&D
Scrum Master
Project Owner
Developer
Developer
Business Analysis Intern
UX Lead
UX R&D GRA
UX Intern
Phase of the Project
Research
Analyze
Conceptualize
Prototype
User Test
Iterate
Interviews with key stakeholders and business process mapping were conducted so far. My task was to continue the user research and provide low-fidelity prototypes while configuring to the biweekly sprints to meet the expectations of agile development and the developers. We chose to focus on VoIP phone provisioning process, where SPT team was the sole user for the specific process.
My role...
Research
For the first week, I acquainted myself to the work domain, reading through proposals and documentation on the network service provisioning system. We shadowed the service provisioning team (SPT) members and the team leader via video recording and note taking. Pre-formulated questions and impromptu in-person questions were used to interview the team members.The results were used to address inform opportunities for improvements (OFIs), and to align business needs and customer expectations.
Along the way, we found that the employees were not speaking the same language when they were referring to outlets, portals, ports and switches. Thus, we create a glossary of terms and definitions based on the SPT team leader's input for the entire development team to use for future process.
Analysis
The video recording was transcribed and the data were used to fill in the gaps and also to validate the notes. Critical incidents were noted and asked in follow-up sessions. Confusing behaviors were further probed with questions such as “I noticed you _, please explain why.”
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Conceptualize
Discussion of the analysis results with the UX director and Crazy 8’s sessions allowed us to rule out feature options. The low-fidelity prototype focused on the portal assignment process by the SPT member, assuming that all the order information has already been entered into the system. The first low-fidelity prototype involved pen and paper.
Design
The prototype was further deliberated on UXPin for interaction.
User Test
The SPT team leader first reviewed the interactive mid-fidelity prototype on UXPin via a recorded walkthrough of the interface (due to wireframe tool limitations). She provided two major feedback: 1. conditions is not a necessary information for port assignment, and 2. list of unavailable ports are important.
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Next, the developers reviewed the interface. They provided two main feedbacks: 1. use room instead of station room, and 2. slot and plot must be separated.
Iterate
After multiple small iterations based on the feedbacks from the development team and the SPT team leader, we were ready to build a high-fidelity prototype. However, one meeting with a key stakeholder flipped the table. The glossary terms we had established were not consistent with what he used. He also pointed out several missing information in the available ports table, which neither the developer nor the SPT team leader was able to address.
Because the prototype stayed on mid-fidelity via UXPin, another round of iteration was easy and addition and deletion of features were flexible. After 4 iterations based on feedback from the UX director, the SPT leader, the developers, and a key stakeholder, we built a high-fidelity prototype using Bootcamp.
Challenge
The first iteration of mid-fidelity prototype built on UXPin was overridden after 2 sprints during a meeting with one of the key stakeholder, who pointed out the terminology errors and missing information for portal assignment. In the future, the glossary terms and definitions should be reviewed by multiple stakeholders.
"Define Terminologies"
"Get feedback from more than 1 domain expert"