UX DESIGN / USER RESEARCH / USER TESTING
XDD - User Experience Driven Development.
My role
Sole Product Designer &
UX Research (2 people team).
Duration
August 2022 to
March 2023
Tools
Figma, Miro, Excel, Power Point, Microsoft Forms, Notion
As the product designer, I introduced the XDD methodology to improve collaboration between product owners and developers in Dell's Work Order System in Salesforce Lightning. This addressed Agent's pain points through user research, new KPIs, and feature enhancements, increasing efficiency for ongoing improvements.
The Xdd Methodology
Discover
Define
Develop
Deliver
Background
After Dell and EMC merged, a unified UX flow using Salesforce Lightning was needed for customer support systems. However, Tech Support Agents had mixed feelings about the platform post-launch.
The team's waterfall approach caused issues, including delayed involvement of the UX team and limited feedback gathering. So the Work Order UX team introduced the XDD methodology.
XDD: The Introduction
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XDD is a Design Thinking-based approach to project development.
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It involves feedback gathering, setting user KPIs, and educating the team.
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Enables effective collaboration with product owners and developers.
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It continually enhances the platform to align with user needs.
Understand the problem
Design the
right solution
Discover
Deliver
Develop
Define
XDD: The first projects
XDD methodology was first used to address pain points in the Work Order System's Parts Selection and Address Validation processes, improving efficiency for Tech Support Agents and bringing the team together to function as a product-focused team.
XDD: Parts Selection
What is Part Selection:
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Manages Work Order parts selection process (search, add, replace).
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Multiple support teams are heavily involved with this task daily.
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This is critical to creating Work Orders in Lightning.
What we did:
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One user survey with 18 participants globally.
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Ride-alongs that included interviews and shadowing.
Key Findings:
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Inability to add multiple parts during selection process
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Missing automated part selection for mixed IP asset WOs.
Research Samples:
See full Research Readout
The Solution
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Implemented the ability to add multiple parts in the part search process
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Users can search and add more than one part simultaneously
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Saves agents time and makes dispatches more efficient
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Feature was implemented in Q3 of 2021 and positively received by Agents
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Users can now search for multiple parts by part number.
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Multiple part numbers can be entered by separating them with commas.
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The search results display multiple different part types.
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Users can adjust the quantity and choose parts by clicking on the "+" button.
XDD: Address Validation
What is Address validation:
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Address validation verifies the accuracy and completeness of an address.
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Agents manually validate addresses for US, EMEA, and Canada work orders.
What we did:
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After Part Selection success, the team was now eager to participate and collaborate
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One user survey with 110 participants globally.
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Ride-alongs that included interviews and shadowing.
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Allow users to validate in AVS when no edits to the address are needed.
Key Findings:
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This process requires 4-5 clicks each time.
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The user needs an indicator to show that the address has been validated.
Research Samples:
The Solution
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Implemented the ability to add multiple parts in the part search process
-
Users can search and add more than one part simultaneously
-
Saves agents time and makes dispatches more efficient
-
Feature was implemented in Q3 of 2021 and positively received by Agents
