in collaboration with:
Jr. UX Designer,
Sr. UX Researcher,
Head of Design,
User Assistance Writer,
2 Directors of Product Development,
Development team,
Integrations team,
SVP of Technology,
Product Manager,
Data Analyst,
Support team,
Sales team, and
QA team
My role: UX lead
Business: SAP is a global vendor of enterprise resource planning software. As part of SAP’s spend management suite, Fieldglass is a cloud-based, SaaS product for hiring, managing, and paying external workers.
Project duration: September 2022 - May 2023
Business: “Customers should not rely on the Support team to manage their integrations, so we created the Self-Service Dashboard.”
Customers: “We want to be independent, but we’re still reliant because the Self-Service Dashboard is hard to use.”
They had not collaborated with a UX designer in 5 years!
The Sales and Support teams informed me about customer feedback, how it looked unattractive in product demos and how customers needed assistance with basic tasks.
So the UX team reached out.
The Integrations team understood the Sales and Support teams' struggles and welcomed the UX team's collaboration in improving the dashboard experience.
They shared about their users known as Configuration Managers, usage at the time, features, history of the dashboard, and the product roadmap.
We landed on three initiatives for the redesign:
We delivered the same content, but which design better supports Configuration Managers' goals and behaviors?
Earlier in the project, we had consulted with a UX researcher for any discovery needs, but the opportunities for improvement were clear at the beginning--we just needed to test how users would respond to our proposed concepts.
Our goal for the study was to understand Configuration Managers' relationship with the dashboard.
Saving time and mitigating fear were the two most major selling points. Ultimately, we decided that users' needs would be better served by my teammate's concept which arranged the tools in an equitable grid, gave space to descriptions, and highlighted the tools they were using.
We discovered that users had to wait for colleagues to inform them that the system was broken. The new design made integration statuses visible upfront, empowering users to solve integration problems proactively.
This information was previously available but buried under tables of data.
Updated headings and succinct descriptions instantly made the dashboard feel more approachable, so that users could explore the tools more freely.
This surprised us the most--that multiple users said they were afraid of the tools for lack of information.
This new design almost got deferred, but we gathered so much ammo from the research sessions and relayed to stakeholders how necessary and useful the new Self-Service Dashboard could be--not just for Configuration Managers, but for the Sales and Support teams too.
We reached a compromise. Development resources were allocated to build part of our design, but the data visualization component had to wait for a later release.
From May to September, in terms of login activity, the percent of Configuration Managers who were monthly active users grew from 10% to 18%.
Cross-functional teams also benefitted:
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