DELIVERY CENTER – TASK AUTOMATION


OVERVIEW
The UI goal was to simplify complex SaaS workflow solutions into step-by-step individual tasks (40+) to eventually be reduced down through automated processes. 

PROBLEM
Enterprise solutions were often too complex and usually serviced by system integrators (SIs) through the command line. The challenge was working with devs to translate command line code into backend/frontend scripts (GUI) to be serviced through the platform.

1. SOLUTION CENTER – aka Marketplace
The platform had scale for 100+ service solutions was the vision. The UI had to provide clear descriptive guidance and give customers confidence to start a new task, show status, assign tasks, ,track tasks , tasks due, and the ability to notify customers when issues occur.

PERSONAS
Partner – AE
I need to quickly review task status, ensure customer confidence, pitch new customer services (SOW).

Partner – IT Pro / SI
I need to remediate platform services for customers, follow strict SOW workflows, and provide partners with task progress/status.

2. THE PLAYBOOK – TASK OVERVIEW
I added an overview section to let users know solution details before starting a service, as well as adding a right column to show average profit, number of tasks, days to complete, and technical skill level. Once the requirements were complete the user has the ability to close the modal window which takes them back to the delivery center.

UX SOLUTION
From my experience in designing complicated workflows I designed the feature to be a full-modal window (immersive experience) to keep the user focused on the left nav task bar. The logic and this simple solution allows the modal window to be launched from anywhere on site. The Activity feed (hub & spoke model) would be the primary way to get to 1:M tasks.

3. DELIVERY CENTER (MVP) – SOLUTION TRACKING
The initial MVP Delivery Center workflow was to get customer feedback and validate the UI model. Customer feedback confirmed this experience was superior to the command line. Following the MigrationWiz workflow model made it simple to integrate new services into the platform. The proof of concept (POC) paved the way as the most important feature for the platform.

COMPLEX TASK WORKFLOW EXAMPLES

Email Migrations – MigrationWiz
BitTitan flag-ship product MigrationWiz moved millions of emails to the cloud.

The problem
The original MigrationWiz functionality was a wizard type UI model (literally). The amount of customer confusion and support tickets was a real pain point for customer service. The platform served well (originally) as an email migration and was the companies cash cow. The UI model was never expected to scale for new types of services and this is where the UI started to break down. I was on point to rearchitect the UI.

SOLUTION — UI REDESIGN
The solution was to redesign the MigrationWiz workflow to be a vertical list in the left nav. The results were super successful due to reducing the volume of support tickets. This simple change to MigrationWiz provided the baseline for the future Delivery Center task flow automation.

CLOUD STORAGE SERVICE – OEM WORFLOW
Publicly traded companies required by law had to store seven years of email. This service would hook into MigrationWiz seamlessly.

Solution: The flow shows the connection with a mailbox migration as an up-sell during the migration process.

DATABASE MIGRATION SERVICE – WORKFLOW
Diagram below shows the migration workflow for SQL Server 2003+ the source to Azure SQL Database the destination.