End-to-End Remediation for Network Assurance

Faster Issue Resolution for Uninterrupted Network Services

2022 Feb - 2023 Jan | Lead Product Designer

Collaboration:
Product Management  
Engineering (including QA) 
UX Research  
Design System
Accessibility 
Sales Enablement  
Marketing

Users can detect root causes of network issues but are unable to resolve them

Our customer and users, telecom service providers and network operators, care about meeting service-level agreement and reduce mean time to repair.

With VMware Telco Cloud Assurance, users can quickly detect the root cause of network issues. However, they cannot yet resolve issues from the product, leaving the service assurance incomplete.

What are their challenges?

Here’s a end-to-end user flow for network remote troubleshooting:
Onboarding > Monitoring > Troubleshooting > Tasks Management.

There are two challenges users are facing:

Challenge 1 - Configuration phase

Oversimplified configuration page does not support resolution plan setup

The current configuration page lacks support for complex logics that resolution plans require. As a result, users often have to manually code outside the product. ~50% of support tickets are configuration-related, it slows the setup and increases chances of errors.

Configuration is a prerequisite for network resolution, this limitations also directly impact the product adoption.

Challenge 2 - Troubleshooting phase

Users can investigate only one issue at a time with no way to track resolution status

The current dashboard limits users visibility, resulting in inefficiency:
1. Users can only investigate one alarm at a time, and the side panel blocks part of the table, making comparisons harder
2. There’s no way for users to track resolution status after a resolution is triggered