Integrated Analytics System product hub

The organizational split between pre- and post- sales content teams at IBM was creating a confusing digital experience for customers. This experience made it difficult for customers to find help, answer questions, and troubleshoot issues.

PROJECT TYPE - UX DESIGN
MY ROLE - PROJECT LEAD, UX DESIGNER, AND CONTENT STRATEGIST
MY CONTRIBUTIONS - UX DESIGN, UX WRITING, CONTENT STRATEGY, UX RESEARCH, PROJECT MANAGEMENT

The process

Conducted digital journey analysis and competitive benchmarking - defined and articulated problem statement
Identified and interviewed key stakeholders to gain alignment and buy-in across teams
Organized and led design thinking workshop with stakeholders
Organized and conducted user testing – card sorting for information architecture
Designed low fidelity wireframes for feedback
Designed high fidelity wireframes for development team
Led content strategy to curate and develop content to support user experience

Discovery

🎢 DIGITAL JOURNEY

We lacked a clear digital strategy to support users interested in learning more about how to use our products. We housed content for support and learning in various places with no clear path between them, leaving users to fend for themselves. As a result, users had a poor experience getting up and running. Trial users had trouble exploring and were less likely to convert to purchase.

👀 VISUALIZE THE PROBLEM

Our major problem was a siloed organizational structure, so it was important to create a visual that clearly communicated the problem we all needed to come together to solve. I used a diagram to communicate across silos and build stakeholder support at the beginning of the project.

Collaboration

✍️ WORKSHOPPING

I organized a cross-discipline workshop for stakeholders from product management, marketing, development, and support where we partnered to build a solution to our siloed content experience. Partnership and collaboration across teams was as important a deliverable as the solution itself, and this workshop helped facilitate that open communication.

The product hub

We designed a singular hub that pulls content from all of our disparate digital channels and surfaces them to the user as a curated library of content related to their product of interest. Content is pulled from IBM Knowledge Center, YouTube, DeveloperWorks, and other channels. The assets are displayed as cards, creating a cohesive look and feel for the user.

The first version of this product hub went live in 2018. Almost 6 years later, the design of the page has evolved with the company design system, but the concept remains unchanged. It was a solution that scaled and continues to add value today.

View the product hub on IBM's site →

Let's connect 🤝