A tool to automate the troubleshooting process on network infrastructure
VMware Service Provider & Edge Business Unit
Product management team
Engineering team
UX Research team
Design system & Accessibility team
Sales enablement team
Marketing team
QA team
May 2022 - May 2023
I worked with a staff product designer and co-led a team of two designers to engage in:
• Project planning
• Research
• Concept Validation
• Design & Prototype
• Usability Testing
While technology advances in cloud services and 5G, telecom providers lag in efficient service delivery through complex network infrastructure.
The massive amount of hardware and software components has made the network infrastructure harder to manage. VMware's goal is to modernize the network by 'cloudifying' it.
Telco Cloud Service Assurance (TCSA) can help our users: network operators, directly locate and automatically fix network issues at their source.
While network operators can identify core network problems, they must still carefully create holistic remediation plans to address various types of root causes accurately.
The root cause-filtering process is complex and high-stakes at each step.
Here are the two problems we found that contributed to the current challenge:
Currently, users cannot set up remediation plans with complex logic.
.jpg)
Users need to be exposed to all data upon filtering, but they can get easily overwhelmed and lost.
Read moreThe feature has been incorporated into the North Star Design of the Telco Cloud solution
Demoed and featured in Mobile World Congress (MWC) Barcelona 2023
UX-Lite score ranked #1 across all products in the business unit
Received 946 responses by Q1 FY 24
Contributed to a 28% increase in product booking rate
Expanded product service coverage from 20% to 70% of US population by Q3 FY24
Here are some key highlights of the process I went through to reach the final design solution:
Understand user goals and pain points
Align design goals with business goals
Communicate design rationale to stakeholders
Iterate with current technical constraints
Deliver design and research team held unmoderated testing
Standardize new pattern across the product and conduct moderated usability testing
Confidentiality prevents the disclosure of detailed and unpublished information. Curious about the details?
You can find my contact information on my resume.