Project Management Institute
Case Study: Digital Platform
Overview
Project Brief
Sungard Availability services is a $1.4 billion dollar company that had a products division that focused on supporting its customers with a suite of Products focused on Business continuity and resilience solutions in support of their cloud based monitoring programs. When I arrived at Sungard AS, their legacy Product suite was in need of a complete overhaul as they were attritioning customers at a rate of 60% a year. The product itself, was completely unusable, and very poorly aligned to customer and stakeholder needs.
Above: Examples of Wireframes, User Journeys, and Interactive Prototypes
Process
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The Challenge
At the same time there was a waterfall development process in place, and Design was led by the UI engineering team, with very little or no customer and user based research to lead the development of the roadmap. The Sungard AS team new that this was not a sustainable process and their VP of Product Management hired me to build an enterprise UX practice and help establish an agile design and development process with the customer at the center of these activities.
Insights
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Enterprise User Experience
Established Sungard’s first global UX practice, and recruited, trained and mentored team of 10+ UX professionals.
Product Design & Brand Strategy
Led brand preference and product design initiatives in order to support a cloud based product portfolio.
User & Customer Research
Built a customer charter team, and hired and managed user researchers to drive evidence based design objectives.
Agile Scrum & Lean UX Methodologies
Led the approach to an iterative agile design approach and integrated it closely with scrum based development practices.
Established Sungard’s first global UX practice, and recruited, trained and mentored team of 10+ UX professionals.
Product Design & Brand Strategy
Led brand preference and product design initiatives in order to support a cloud based product portfolio.
User & Customer Research
Built a customer charter team, and hired and managed user researchers to drive evidence based design objectives.
Agile Scrum & Lean UX Methodologies
Led the approach to an iterative agile design approach and integrated it closely with scrum based development practices.
Results
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The Solution
I built an Enterprise UX practice focused on roles with User Research, Interaction and Product Design . I advanced a customer charter team to engage them in qualitative and quantitative user research, to align our roadmap with their needs. I led the development of a Product design system, and established an agile UX process to quickly engineer solutions and get them to market within predictable releases. The new product was awarded “Product of the Year” and was the leader in the Gartner Quadrant for Continuity and Resiliency solutions.
