PROJECT: Services Design
I worked on Cloud Customer Service Design for 3 years. During that time, I was able to touch on the following areas in the product:
- Dashboard
- Queue Management
- Customer 360
- Journey Maps
- Omnichannel
- Workflows - Actions, Triggers, and Configuration
- Worked with AI, ML, NLP and incorporated this functionality into our concepts and designs
One notable project was design all the interactions for the Omnichannel Services project, one of the areas I was tasked with as a lead architect on the product. Below is an example of a customer service request coming in (IM channel).
Omnichannel and Live Window Designs
When the agent accepts the chat, the Live Window module will come to the foreground. What's interesting here is the multichannel ability to upgrade the interaction to richer interactive channels, such as video.
Analytics Cloud Framework
Sales Cloud Home Page
New Ominchannel Service Monitoring Dashboard
Messaging Redesign for Cloud Fusion
OLD - Uninteresting and Stale and Without Information Hierarchy
New - Much more inviting, engaging, and scannable
New version of messaging results from an overhaul of the information architecture that emphasizes scannability and visual chunking. Note that it's easier to see whether the customer (Alison Smith) is the sender or receiver. It's also easier to distinguish between communication and non-communication such as notes and messages.
PROJECT: My Oracle Support Portal
My first major responsibility at Oracle was to help redesign the cloud Support Portal internal application that is used by 20,000 Oracle support engineers to support a $20 billion dollar a year division within the larger company. We moved the portal from an old UI framework (ADF) to Oracle's Javascript Extension Toolkit or Oracle JET. In the process, we created more modern and productive user interface that used information gathered from many users to refine the model and design.
Old ADF Support Portal
New JET Support Portal
CASE STUDY: Pipeline Management Research, Concepting, & Wireframes
The goal of this project was to show what we learned from Oracle Field Sales reps and what needs can be expressed for a product that truly supports their work.
Field Sales Rep Interviews
- 5 Oracle field sales reps on multiple occasions + feedback + iteration
- CX, CRM space, Health, Upmarket
- Tend to be less than 10 opportunities at a time
- Raw Interviews on Confluence
Users, In Their Own Words...
Sales Rep Questions and Scenarios
- How are you getting to your number this quarter?
- Summary stuff at the top (for the year)
- What are other deals, assets, purchases, or trouble tickets for this customer?
- Assets, history, Service requests, Purchase history, Leads, Open Opportunities
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Competitive intelligence: What do I do now that I found out a particular competitor is on this deal too?
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How do I put together a Kill Sheet for a particular competitor?
- The customer’s CIO is outraged on a P1 issue open for an entire month
- Support Issues, what’s open???
- Sales Manager needs you to bring in one or two deals in the next few days to make the team’s numbers this quarter
Field Sales Lifecycle
Problems and Goals for a Field Sales Rep
Goals to Solutions (Tasks & Data)
There’s a Progression to This
Artifacts and Flows
Prospective Architecture
Architecture Details
Wireframes
Pipeline Dashboard Wireframe
Opportunity Details Concept 1
Opportunity Details Concept 2
Opportunity Details Concept 3
Project #3: Cloud Sales and Customer Service Apps
Scenario-driven Design
I started working with much more of a scenario-driven process in-depth as a way to strategically plan products and focus on customer value.
New Cloud Apps Framework
The new design for Oracle is coming to every Cloud app. I was able to add to and work with this system on the Sales and Customer Service cloud products.
