IBM - Common Services

IBM Common Services is a set of key foundational services that support the Cloud Pak products and its platform. This includes administrative tasks such as user management, licensing, installing, troubleshooting, etc.

My work in this product focuses on the serviceability experience. My team’s vision is to to help our customers:

  • Proactively avoid issues with their Cloud Pak products

  • Empower them to troubleshoot and resolve issues on their own

  • When problems arises and needing to escalate issues to IBM, we'll make that process more efficient and effective

  • When reaching a resolution, this is all leading to fewer incidents, faster resolution, lower involvement, and lower costs overall to both customers and to IBM

Timeframe: January 2021 - January 2022

 

IMPACT

  • Led the project vision

  • Designed a MVE prototype and presented the design vision to executive stakeholders

  • Scoped the MVE designs down to something feasible for a release

THE PROBLEM

  • There is no singular, consistent experience on how customers can troubleshoot issues with their Cloud Pak software

  • Customers spend hours working with IBM Support to troubleshoot their software and infrastructure

  • Deliver a vision to executive stakeholders and get buy in for engineering resources

 
 

My goal as a design lead was to build out the minimum viable experience for my work stream. Since it was a huge amount of work, I’ve broken down the capabilities into smaller pieces and into another phase called Milestone 1.

WHEN I RECEIVED ENGINEERING RESOURCES…

I had limited resources so I’ve scoped down to 1 feature to start.

 

CUSTOMER NEED

When troubleshooting issues, customers need a way to gather RELEVANT diagnostics data so that they can identify and quickly resolve the issue.

SOLUTION

  • time frame selection

  • service selection

 

TO-BE SCENARIO

An Admin can gather diagnostics data for specific services and share all relevant information with IBM Support.

 

BEFORE

AFTER

 

CHALLENGES

  • Limited resources- working team was part-time

  • Learning the IT space and technologies - started watching YouTube demos and reading documentation

  • Things move slower when working on a large project that spans multiple products and systems

 

IF I HAD MORE TIME…

  • Continue designing with AI moments to help customers identify problems before they happen

 

WHAT I LEARNED

  • Growing my design leadership skills, from leading my own research, presenting to executives/stakeholders, and having design influence with product team