Overview

Design a platform for developers that offers a guided experience in building enterprise messaging applications.

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Role

As the design lead of the initiative to rebrand and redesign the Syniverse Messaging Platform, I was responsible for:

• Designing the information architecture

• Running user journey workshops

• Setting the design strategy with multiple team members across the organization.

• Resulting in a clear concept for how we would move forward with the platform.

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Tools used:

Sketch, Invision, Adobe Creative Suite

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Problems to solve

After receiving feedback from customers and internal stakeholders, it has become clear to me that the onboarding process for developers can be cumbersome and time-consuming. This is primarily due to the need to navigate through multiple consoles and platforms, which creates additional complexity and delays. The process involves a combination of online and offline procedures, which can cause further friction.

Therefore, stakeholders are seeking to offer a seamless "single-pane of glass" experience, allowing developers to easily sign up for Syniverse API services, onboard themselves, and build their apps without any hindrances. This would instill confidence in the developer and provide a more efficient experience.

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Challenges

• Legacy data and user migration: If the existing platform has been in use for some time, there may be a significant amount of data and user accounts that need to be migrated to the new platform. This can be a time-consuming and challenging process that requires careful planning and execution.

• The prospect of internal resistance to change is a concern, as users may be accustomed to the current design and therefore may be hesitant to embrace any proposed changes to the platform. This resistance could create challenges in obtaining buy-in for a redesign and may require additional effort to overcome

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Discovery

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Identify pain points:
Gather feedback from developers and stakeholders to identify the specific pain points and challenges they face during the onboarding process.

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Define

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Define user personas: Create user personas based on the feedback gathered to better understand the users' needs, goals, and behaviors.

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Analyze existing process: Analyze the existing onboarding process to identify areas of inefficiency, such as duplicated efforts, unclear instructions, or cumbersome interfaces.

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Brainstorm solutions: Collaborate with the team to produce wireframes that illustrate potential solutions. After a few distilling sessions, we focused on making the logged-out experience more engaging and informative. Our platform provides tutorials and resources that ensure developers feel confident in signing up. Once they do, we offer a guided tour that helps them build their first enterprise messaging application with expert-level guidance.

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Design

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1. Keep the platform simple and easy to
navigate, so developers can easily
find the information they need.

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2. Provide step-by-step instructions, tutorials, and examples to guide developers through the process of building enterprise messaging applications.

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3. Offer a variety of resources, such as FAQs, forums, and customer support, to help developers troubleshoot any issues they may encounter.

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4. Continuously gather feedback from developers and make improvements to the platform based on their input.

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Develop
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1. Prototypes: Develop low-fidelity and high-fidelity prototypes to test potential solutions and gather feedback from users.

2. Test and iterate: Test the prototypes with users and gather feedback to refine and improve the design until the onboarding process is streamlined and user-friendly.

3. Implement: Once the design is finalized, implement the changes and monitor user feedback to ensure the new process is successful.

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Takeaway

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• The importance of gathering user feedback: The feedback I gathered from developers and stakeholders was critical to understanding the pain points and challenges of the onboarding process. It also helped me develop user personas to better understand the needs and goals of the developers.

• The value of analyzing existing processes: By analyzing the existing onboarding process, I was able to identify areas of inefficiency and prioritize potential solutions based on user needs.

• The benefits of prototyping and testing: Prototyping and testing allowed me to test potential solutions and gather feedback from users, which helped refine and improve the design.

• The value of collaboration: Collaborating with team members across the organization was essential to distilling and defining information and developing a clear concept for moving forward with the platform.

• The importance of user-centric design: Prioritizing user needs and feedback throughout the design process was critical to creating a user-friendly and efficient onboarding process.

Overall, this process likely taught me the importance of putting user needs first and using feedback and collaboration to drive the design process. It also demonstrated the value of analyzing existing processes, testing and iterating, and implementing changes based on user feedback.