#Enterprise Systems #UIUX #Web Design #Agile Development
4 months
Background
Remote Root-cause Analysis is the client's key competitive advantage and drives over 50% of after-sales revenue.
The company has developed multiple specialized tools for different fault scenarios, resulting in fragmented user experiences.
Project Goal
This project aims to reduce the friction throughout the analysis workflow and cross-department ticket management, integrating three legacy features into a unified product that supports root-cause analysis of engine failures.
Process & Role
Following an agile development framework, as Project Manager and Lead UX Designer, I managed client relationships, conducted stakeholder interviews, and led UX design.
Working with a UXUI Designer and software developer, I implemented design solutions while collaborating closely with the client's development team to evaluate technical feasibility.
The complexity of this project
Three weeks of on-site interviews and observations with stakeholders and fleet managers are conducted to understand business contexts, challenges, and user needs.
Remote Diagnostics as a Key Profit Driver 💵
-> Stakeholder mapping
Disparate tools and overlapping functions 🔨⚒️🛠️⛏️
-> Understand usage scenarios
The main issue lies in the highly varied processes across different tools. Despite their distinct functionalities, many tools share overlapping use cases.
Integration challenges 🌐
-> Understand the features and back-end logic
Each tool is built on a different database, making backend integration nearly impossible without redeveloping all the tools from scratch—an impractical solution.
Critical scenarios and project focus 🎯
We identified three core scenarios, each requiring different data and functionalities. To maximize impact, we focused on the most frequently occurring scenario, which had the most cumbersome user workflow.
The old 'messy' workflows with three legacy features/tools
To simplify the workflows we identified, this figure presents how users jump between tools in a single case analysis to simplify the visuals.
What we imagine…
Each tool is for a specific step since these tools vary in data types and analysis models.
What was it in reality...
The engineers' use of tools varies greatly depending on their experience level, case sophistication, and the user experience of each tool.
Re-design for a seamless experience
By analyzing each tool's user workflows, we identified areas for quick improvement in user-friendliness while recognizing each tool's strengths in specific scenarios. I led the design of user flows, which ensured flexibility regarding fault scenarios and engineers' experience levels.
Based on the engineers' diagnostic experience levels and specific case scenarios, we will redefine the categories and compare them with the existing data types to enhance the feasibility of adjusting the data structure during the development phase.
Iterative process: Two design critiques and iterations
Summary & Closing Thoughts
By transforming three fragmented tools into one unified platform, we significantly enhanced the client's key revenue driver while reducing system complexity and improving the task success rate by 25%.
This project demonstrates how thoughtful integration and user-centered design can turn technical complexity into business advantage, creating a seamless experience that empowers users across all expertise levels.
