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PlayNetwork: UX Design Process and Artifacts



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This presentation details the UX design steps for the Device Manager project and their artifacts. It starts with requirement gathering and user research with stakeholders and end-users, through wireframing, mocking up, and prototyping, and validation testing with the end-users.

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PlayNetwork: UX Design Process and Artifacts

  1. 1. Design Process and Artifacts for Device Manager Joel Baskin Sr. UX/UI Designer at PlayNetwork Nov 2013-Nov 2015
  2. 2. About PlayNetwork PlayNetwork creates hand-crafted playlists for the world's biggest brands and delivers music through their proprietary networked music player devices. 450 Brands 185,000 locations 127 countries You may not have heard of PlayNetwork, but you have experienced their product at Starbucks and most high-end retail spaces. From their website PlayNetwork began in 1996 with custom in-store music for businesses. Today, PlayNetwork is a leading global consumer engagement company providing creative strategy, original and curated content, distribution platforms, and consumer insights—all under one roof.
  3. 3. My Role in the Project • Only person on UX Design team • User Research • Define the problem and its root causes • Gather, organize, and share institutional knowledge • Document and analyze the users, goals, scenarios, and tasks • Project Management • Identify and recruit available resources • Propose solutions and a roadmap to success • UX Design • Mockup and prototype the UX • Validate design through user testing and reviews
  4. 4. Problem Statements Poor customer satisfaction Customers (mostly retail store employees) reported problems when they became angry enough at the absence of music in their stores to call Customer Service and complain. Troubleshooting was difficult and time-consuming Customer Service reps could not easily diagnose errors for devices. The PlayServer Manager application reported only current settings of devices with minimal error-reporting. Problems were getting worse The volume of calls increased when the new class of devices deployed to replace then older, failing devices proved unstable. Outdated software Despite spending effort to increase the reporting capabilities of the new devices, PlayServer Manager was incapable of displaying the new metrics and fields. TechDevs were pulled from coding solutions to troubleshoot devices. Primary target audiences are displayed in bold.
  5. 5. Initial Questions 1) Who is affected by this problem, internally and externally? 2) How are they currently doing their work? 3) Who can contribute to the solution? 4) What are their goals for the project? 5) What are their measures of success?
  6. 6. Success Criteria for Device Manager Enable Customer Service representatives to diagnose and close issues in less time. Decrease Time per Ticket Expose key indicators across many devices without additional inspection by representatives. Focus on common problem states and leverage the reporting capabilities of the new devices. By Increasing Visibility Isolate and identify devices as issues begin. Facilitate proactive identification and resolution of device issues before customers report them. And Earlier Detection Of Problems Provide an attractive and useful user experience to larger customers so they will self-service their devices. Stretch Goal The new user interface will
  7. 7. User Research and Analysis
  8. 8. Error Causes and Key Indicators • Customer Service did not have a consistent process for diagnosing and resolving device issues. • I coordinated the senior CS reps, device software engineers, and device test engineers to identify and order steps for determining error causes and how to resolve them. • I charted the diagnostic task flow and resolutions for Customer Service. • Using the diagram, I identified the key indicators and how to display them on a dashboard. • View full diagram in the Appendix
  9. 9. Final Design 1 2 3 4 5 6 See Appendix for larger view Mapping Key Indicators To Visualizations
  10. 10. See Appendix for larger view From Wireframes to Final Design
  11. 11. Final Design • Unambiguous and impactful status • Status focuses only on key indicators • Error states are color coded for easy discovery • Full display of key attributes • Users do not need to drill down to view common attributes • Broad view of devices • Users can view many devices at once • Users can spot patterns to identify devices with similar issues • Status Summary bar • Identifies and organizes High Impact issues • Clicking the numbers filters the view for quick inspection • My Groups • Users can create groups to track ongoing resolution of issues • Search • Users can quickly find a specific device or search for an attribute across devices to determine extent of an issue • Devices with a specific problem can be isolated quickly 1 2 3 4 5 6 1 2 3 4 5 6 See Appendix for larger view
  12. 12. Simplifying the Group Dashboard
  13. 13. Improved Visibility by Accounts • Users can easily view the status of devices across several groups • Customer Service assignments can focus on specific customer accounts • Users in External IT groups can view the status of devices according to their organization’s structure • Devices in error states can be quickly identified and inspected by clicking on the numbered indicators. See Appendix for larger view
  14. 14. Interactive Prototype in Axure • Clickable status count indicators on the Status bar open filtered device list views • Rollovers for critical status indicators describe the cause for the error state • Functional group drop-down selector demonstrates ability switch easily between groups without pogo-sticking through the Groups Dashboard • Full golden-path walk-through from Group Dashboard through device detail pages • Successful user testing validated ease-of-use and accuracy of the key indicators chosen for the dashboard See Appendix for larger view 1 2 3 4 1 2 3 4
  15. 15. Appendix