Since they are tightly connected, I was on point to spearhead feature design: Entity Management, Feed Analysis, and Device Management Agent. Every feature had a purpose; we started with entity management and collected and analyzed the data. Once the data was analyzed, we needed to build technology to scan and analyze it at scale for security issues, threat analysis, sensitive data, compliance, and viruses. The exciting part was that we were experimenting with and using ML or AI technologies, which were cutting-edge in 2017.
The CEO’s vision was to monitor customers’ systems remotely and alert system admins to take action. The heart and soul of the MSP Complete system was making it easy for IT to deploy remote automated services under management. The press had early access to the platform. View
Activity Feed: The business vision was to deploy hundreds of services remotely. The activity feed would be the first responder for IT professionals who could deploy a remote solution.
Customer Journey – Mapping
My process was designed to maximize communications with developers. I created UX/UI journey maps to walk developers through the interaction process. This approach helps to speed up the collaboration process.
Customer Feedback – MVE Learnings
My original feed design was rough by necessity but flexible, allowing the team to focus on more important features. We had to ship with an MVP product, an amalgam of all individual feed types and events. This is agile thinking — recognizing you can’t expect to build everything, or we would never ship. One apparent feature was that similar feed types needed to be grouped to help with scale issues.
Concept Iterations – Low-Fidelity Mocks
Through multiple whiteboard sessions, the dev team was able to grasp a holistic view, which helped synthesize the product features. Through collaboration, the team understood the fundamental requirements before stories were created.
Discovery Phase: I created this high-level user flow to align the UI with the customer journey and visually represent the initial product feature goals.
Activity Feed – Diagram Flow
Once an IT partner customer adds users and devices from Entity Management, the platform will notify the IT professional with proactive/reactive notifications. The Activity feed would be the backbone for IT specialists on how to take action. I created high-level user flows to help the team understand the data flow.
Entity Management – Users/Devices
OVERVIEW
As lead designer, one of the most essential features of the managed service platform is the ability to view customer insights remotely. This enables full utilization of the platform’s capabilities. Once you add an entity (user or computer), new services will be reflected in the platform, analyzing customer data to alert you in the activity feed.
USER INSIGHTS — VIEWS
From the user list management, an IT customer can quickly view user metadata details to evaluate what actions to perform on a device and other relevant data. The customer feedback was great since they don’t have to drill down to another level to view all relevant data. As a shortcut (Inventive), I added another chart panel to see how many consumers have the heartbeat app (device agent) running or other issues instead of drilling down to another page.
Customer Profile Management
Once the DMA is successfully deployed to a customer’s device, the IT can perform simple tasks on the customer’s computer. The business vision was to support 100 micro-services for IT professionals to perform system analysis. The DMA could be considered running in the background, monitoring the heartbeat of a customer’s device. Using AI/ML, an IT professional can receive Proactive or Reactive alerts letting them know how to remediate. In the UX/UI, I added different fly-in panels to prevent the customer from drilling down to another page.
Task Launcher – Full Modal Experience
Once customers choose a path to migrate their users, the task launcher opens in a modal experience, showing the simple steps to complete the required tasks. An example of BitTitan’s target market is universities with 40k+ users who need to migrate from Office 365 to Gmail or vice versa. The Overview is the first step, which provides clear customer guidance and a video tutorial showing how easy it is to deploy the DMA agent to all its students.
Device Management Agent (Empty State): Since I designed the deployment agent (DMA) application, creating the user invite workflow for setting up and deploying the agent from the platform is essential. The empty state lets customers choose how the DMA agent is installed on their systems.
The Beginning – Overview
A Device Management Agent (DMA) is the quickest and easiest way to remotely deploy and configure software applications on end users’ desktops or mobile devices without IT physically touching the computer. DMA helps companies of all sizes deploy new software applications remotely and can migrate mailboxes to the cloud with a few simple user tasks.
Results — The redesign increased the customer success rate by around 80%. The redesign improved customer satisfaction, and the animation reduced the number of users closing the app.
HEARTBEAT – Animation
I thought it would be a nice touch to add a little bit of eye candy (.gif animation is only supported) to let the user know the app is progressing in the configuration process. Deploying services on customers’ systems takes time. I worked with a dev (1:1) and we pushed the design by adding the animation and overhauling the entire app.
The Design Challenge
Once installed, the Agent App automatically installs services, or users can install them remotely. The App was developed as a universal shell app (C++) compatible with any OS. I was tasked with redesigning the client app to improve the customer journey. I tried to push the design, but the app’s technology limitations limited me.
Deployment Pro Agent (DMA): Before – After
The original Deployment Pro remote client agent looked like malware, with a high customer drop-off rate because the customer thought they had installed malware.
