Service Contracts
Helped the IT org understand employee pain points and redesigned an internal tool
Think about the last time you purchased a new car. The dealer likely offered you the option to buy an extended service warranty, which includes additional maintenance and parts over several years.
GE manufactures gas turbines, wind turbines, locomotives, and airplane engines. Customers often purchase these industrial assets with a multi-year service contract that covers maintenance, parts replacement, and a production guarantee. These contracts are reviewed yearly and can be renegotiated throughout the life of the asset.
Before a contract is presented to a customer, a deal team models different scenarios to determine the terms and conditions, maintenance intervals, the parts replacement schedule, and profit margins. These parameters are based on how the customer is utilizing each asset and the expected production outputs.
How might we help modelers work more effectively and efficiently?
Project Goals
Develop a new product strategy that streamlines the service contract process by resolving current pain points and user needs.
Design a prototype with a representative ‘thin slice’ of functionality that leverages platform capabilities and establishes an interaction model and design patterns.
Current State
Users have threatened to quit if the existing tool is not updated and improved.
Team
I collaborated with 1 UX Director, 2 visual designers, and 12 stakeholders.
Timeline
14 weeks
My role
User Insights and Ideation
I led user research, analysis and synthesis. I reframed the problem and delivered meaningful insights by asking users thought-provoking questions and uncovering underlying user needs. These insights guided conceptual design ideation.
UX Strategy and Interaction Model
I simplified a complex interaction model for the next generation of service contract software by empathizing with users and learning about their tools and processes. Based on insights, I recommended combining core functionality from 7+ existing tools into one tool.
Product Strategy and Vision
In the midst of design team churn, I delivered a visionary prototype, interaction model, and product roadmap to the stakeholder team; enabling them to accelerate software development by persuading another business unit to partner with them.
Collaboration
I built relationships with subject matter experts, which helped me acquire in-depth domain knowledge. This enabled me to make evidence-based design decisions. I closely collaborated with two visual designers and a UX director throughout the project.
Leadership
I became the project lead after the discovery phase was completed. I quickly ramped up on the domain and project requirements and led user interviews during my second week on the project. I mentored junior designers on how to approach research analysis and synthesis.
Process
- Discovery and stakeholder interviews completed before I joined the project.
- User interviews.
- Research analysis and synthesis.
- Uncover insights.
- Solution shaping workshop with 12 key stakeholders.
- Create an interaction model, storyboards, wireframes, and prototype.
User Research
Research Objectives
Learn about the users, processes, and tools
Interview Facts
Conducted interviews in-person and over WebEx. Interviewed 11 users across 5 different roles and 3 continents.
Use Cases
Focused on 2 primary use cases out of the 5 uncovered during discovery.
Tools
Evaluated 7+ tools currently being used.
Research Analysis and Synthesis
As I pored over interview notes and video clips, a set of dichotomies emerged. Users needed to complete tasks quickly but also thoroughly. They needed control over their work but also needed flexibility for model iteration. Some tasks are better suited for humans, while others are better suited for the software.
Users discussed needing different functionality dependent on the type of model. Because model complexity varied, either one or multiple tools could be built to cover all use cases.
Solution Shaping Workshop
I presented our research insights and design recommendation to build one software. I co-facilitated discussions and design thinking activities during the workshop, which resulted in alignment on a prototype story and prioritized functionality.
Storyboards and Tool Analysis
I created storyboards based on the prototype use case to further flesh out the workflow and jobs to be done.
I mapped existing tools used against tasks identified in the prototype story and analyzed workflows, interaction models, and functionality of existing tools.
Interaction Model and Wireframes
I compared interaction models of the existing tools with the platform interaction model and attempted to align use case needs with the platform. I unified both by simplifying the existing complex interaction model and information architecture.
We iterated on wireframes with weekly feedback from stakeholders. Frequent design reviews with power users provided us with valuable feedback to iterate on the designs.
Prototype, Design Patterns, and Deliverables
The prototype story focused on building one representative slice of functionality. This enabled us to standardize key design patterns across the application for the team to use in the future.
Final deliverables included an InVision prototype, interaction model, and future product roadmap. These provided the team with a direction on how to execute building the next generation of contract modeling software.
Results
The stakeholders were so happy with the roadmap, product vision, and prototype that they began exploring development timelines before the project wrapped up. They established an aggressive timeline and delivery date and used our design work to persuade another vertical to partner with them in building the software.
Lessons Learned
Trust myself and the process. I found myself leading this project after it was already underway and designer turnover continued during the project. This caused all of the interaction design work to fall on me and led to several stressful moments, but I learned how to manage stress from this experience. Ambiguity defined this project, and it was easy to get lost in the unknowns under a tight timeline. I was reminded to trust that the process of research, analysis, synthesis, and insight generation will lead you in the right direction.