Comcast
A redesign of the Change Management system: saving revenue by reducing human error and efficiently rolling back code
Process
Original Homepage
A Lack of Engagement
This homepage didn’t engage users by providing them with a clear path into Change Management, so many submitted Change tickets manually, increasing human error.
Others created personal dashboards to simplify submitting tickets. The large number of personalized dashboards greatly impacted load time across the platform.
My goal was to create a page that enables all users, regardless of experience, to simply and easily navigate a complex, automated Change Management system from one place, decreasing load time, reducing human error and saving revenue.
A Specific, Centralized Approach
After redesigning the content on the homepage, I created a centralized hub for Change Management, which can be reached through the Change Management tile.
Each tile leads to an updated form or process, taking the guesswork out of creating and maintaining changes.
Outcome: An intuitive approach to automated ticketing that saves revenue by increasing the number of Change tickets filed using automation, reducing human error and enabling code to be rolled back quickly in the case of an outage.
Note: Content in this iteration was written by engineers and product managers
Working Towards the Perspective of the User
While Change Management was the focus of the redesign, the homepage needed to serve many purposes. In this version, I’ve organized tasks by tiles, labeling each with an action verb to invite the user into the tool.
While this page helps users to find their use case and complete their tasks, the links divide tasks into teams, which adds an extra step.
I found from user research that the tasks offered in these tiles weren’t the ones that users needed most on a homepage.
Goal: Create a simplified experience in which users can easily identify their use cases and complete their tasks.
A Consolidated Approach
After conducting user research and performing an extensive information audit, I reorganized the information provided on this page so that it prioritized user needs, while still serving the needs of Product and Engineering.
Change, Incident and Problem Management tiles lead to a hub for each, so that users can easily manage them using automation.
Outcome: A simpler system of navigation that lets users chart a specific path through a complex platform, one that requires no unnecessary steps.