Kevin Kell: UX Designer

Oracle Work

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

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

• Competitive intelligence: What do I do now that I found out a particular competitor is on this deal too?

• 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.

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