IBM offers thousands of products and services delivered over multiple channels. Our team was challenged by executive leadership to reimagine the future of support at IBM for a more unified system.
Previously, each product’s support was operated independently and these disjointed and siloed support structures leave customers who are subscribed to multiple offerings frustrated and lost.
With my team, we studied and mapped the current experience for small and large clients across our hardware, on-premise software, cloud and hybrid-cloud IBM offerings. As the researcher, I worked with clients and the design/development team to iteratively build a new system for the future.
UX Designers, Visual Designers, Product Managers
In order to understand how to improve the customer support at IBM, we studied and mapped the current experience for small and large clients with hardware, on-premise software, cloud and hybrid-cloud IBM offerings.
User Interviewing (Client and Agent)
Observation of Support Operations
Storyboarding and concepting
Alignment with support stakeholders
Usability Testing with users
Prototyping, testing and iteration
Project KPI’s for development phase
Presentation to stakeholders
As the researcher on the team, my job was to create a research strategy that allowed us to understand the individual experiences of our two user groups, clients and support agents, and find commonalities between them. At the end of each day, I led design thinking activities to share knowledge across our two design teams.
I led our team through a series of client interviews across our SaaS, Hardware, On-Premise, and Hybrid Cloud products. Along with competitive analysis of similar companies, we synthesized our findings into 11 key insights that focused on pain experienced by clients and support agents at IBM. These insights were key to creating buy-in with our executives when presenting solutions.
Information is lost in translation.
“A lot of times you have to explain who you are, what the deal was, [and that] we need a fix now.” - Client