Cloud Service Delivery Platform — Vision for SaaS Transformation

The Challenge

CA Technologies engaged me to come up with the vision for the new Cloud Service Delivery Platform, which gives service providers a standardized way to manage their customers, services, and resources. The main task was to work with the team and a representative set of clients to improve the frontend user experience — including exploring a wide range of advanced data visualization options such as dashboards with KPIs, charts, graphs, tree map views, and hyperbolic tree views.

My Approach

• Get familiar with the existing platform and the initial version of the new SaaS platform.
• Lead workshops with dozens of client stakeholders in three U.S. cities to surface top user needs and tasks.
• Explore advanced data visualization techniques used for large and frequently changing data sets.
• Create detailed personas, storyboards, wireframes, and a clickable prototype.

Deliverables

• Interview guides for multi-city stakeholder workshops
• Detailed, actionable personas grounded in real workshop data
• Storyboards (hand-sketched and refined to higher fidelity)
• Annotated wireframes
• Clickable prototype done with AxureRP