- Course: Experience Driven Design
- Client: Ericsson
- Team: Christopher Helle, Jang Bae Lee, Seoran Jin, Jongbin Kim
- Task: Incorporating care into an enterprise platform
Ericsson is developing their SaaS product DCP which is an online enterprise tool for managing IoT devices and their connectivity. It offers a way to create and manage automated tasks and functions that react to events and behaviours of the SIM cards in the devices. Enterprise users are able to monitor and analyse their device connectivity and behaviour or define rules and automated actions for specific events for the devices.
The team’s task was to enhance the experience of the users of the portal. Ericsson had identified that the interface for setting up automated triggers is complicated and challenging. The enterprises do not utilize the full potential of automated trigger management so our task was to improve the interface and workflow for trigger setting.
After getting familiar with the context of the platform we set the experience goals for the concepts. The first goal was “how could we incorporate the feeling of care to an enterprise platform?” The portal users were often confused with complicated terms or the status of the system they had to rely on. The feeling of care, in an emphatic way let the users feel safe to achieve their goals. The team’s second experience goal was to make users feel being a hero. The users are experts in their own field and they wanted to let the users feel proud about their achievements.
As the outcome of the project, the team came up with two concepts. For an applicable prototype, they proposed an enhanced user interface for setting and managing DCP portal triggers and actions. There is a way to use a chatbot powered interaction which guides and helps users through each step until a user has reached their task. This enables the users to learn the possibilities of the system in a soft and empathic manner. However, as a second option aimed for the power users, the prototype interface proposes an interface which streamlines the process of trigger management and visually guides the user but is efficient to use.
The team’s second concept aimed to improve experience radically by attempting the enterprise users feel being a hero according to our experience goal. Through their research, they found out that most often the users of the portal get only notified when something goes wrong and failing systems lead to bad results and negative feedback. However, when everything works smoothly the users do not get acknowledged for their good work. To solve this matter their second concept enhance the feedback loop between different users of the portal through micro interactions embedded into the interface. By giving good feedback to others within the same organization the users get credited for their expertise and are more proud of their work.