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Enterprise App Monitoring System - Iris
Project Context
Manual process for operational readiness
In 2017, Allstate embarked on a digital transformation journey, embracing lean and agile methodologies to develop new customer experiences with cloud applications. As a product designer hired in their CompozedLab hub in Tempe, AZ, I joined a team of product engineers focused on creating self-service products to automate and streamline the corporate application development process.
The onboarding process for corporate applications typically involves numerous manual interactions across application areas, infrastructure services, and operational domains. This process often spans weeks, if not months, to complete and prepare the application for operation. Once onboarded, there is no unified method to reference products, individuals, and roles across toolsets.
To address these challenges, there was a pressing need for a new system to reduce the onboarding time of applications and consolidate the review of app configurations in a single, accessible location.
Problem Discovery & Framing
User Interviews
To gain deeper insights into the workflow and tools used by our internal corporate employees, primarily comprising technical roles, we conducted a two-week series of user interviews with individuals involved in application support.
Here are key user pain points we identified from the user interview sessions.
PAINT POINT #1
Onboarding applications involved navigating across various sites and entailed numerous manual steps, extending the process over several weeks.
PAINT POINT #2
There was no centralized view available to reference contacts or view dependencies when troubleshooting issues.
PAIN POINT #3
App deployment and development knowledge were isolated within a small group, resulting in duplication of effort among new development teams tackling similar problems.
User Personas
I worked with the dev team to three main user personas
Enterprise Commnucation Center
People who works at the Enterprise Communication center are responsible for coordinating incident responders. They are focusing heavily on policy and prodedures. They need to have a holistic view of all the apps and know serverity level to report status quickly.
"It is hard to get a hold of folks and have to wait for updates."
Service Support Team
Poeple who works at the service support team has business domain knowledge. When there is an issue withint the application, they need to ensure the right people are engaged and assess the business impact.
App/Product Support Team
Developers are the firefighters when there is an application issues. They need to quickly identify the root case and fix the problem.
Solution Discovery
MVP
User Story Mapping
We organized a user story mapping workshop session involving the entire development group to establish a collective understanding of the core steps users must navigate to achieve their goals.
Here is a more refined snapshot of the story mapping.
User Flow
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Solution Validation
Desktop Visual Design
Equipped with the corporate app design system, we commenced the visual design phase. Leveraging established design components and patterns, we swiftly mocked up several key design screens.
