Radiant accelerated Verizon’s Enterprise Transformation with an evidence-based User Experience (UX) project that simplified the user experience for over 10,000 workers in the Network Systems Engineering group.


 

 

This project, Network Single Pane of glass (nSPOG), garnered our Verizon customer a prestigious Digital Edge 50 award, which honors 50 organizations for executing digital transformation initiatives with significant, measurable business impact.

 

Radiant worked with our client to prioritize user experience, identify user interface and workflow inefficiencies that, if addressed, would increase productivity and yield significant cost savings.

Verizon’s Network Systems Engineering ecosystem consisted of +20 applications used by over 10,000 employees to provide services worldwide.

Daily tasks were arduous and cumbersome. End users juggled work between disparate applications, each having a unique user interface (UI) and user experience (UX.) Workflows cut across multiple applications, requiring users to ‘swivel chair’ between interfaces constantly. The cognitive load was overwhelming. Carrying out even simple tasks was inefficient for users.

Observations

  • The dissonance between what users claim they need and what business feels they truly need (e.g., users will say they need “all the fields”)
  • Extensive usability barriers around locating relevant units of information
  • Spatial inefficiencies throughout UI
  • Often the little distinction between passive information display components and available interactive controls

Preliminary Conclusions

  • Needed: Extremely economical interface layout that maximizes usable screen real estate
  • Needed: Novel approach to field retrieval and search
  • Needed: Standardization of field display and formatting
  • Needed: Standardization of selection/autocomplete behaviors where common taxonomies of information are in use (e.g., cable inventory numbers in Maria’s demo)
  • Needed: Mechanisms to clearly surface task controls, distinguished from info display

OUR SOLUTION

Radiant implemented an evidence-based program focused on our guiding principles for next-generation user experience.

Our approach focused on increasing system consistency, predictability, and learnability. Our solution guided users through tasks with the minimum number of steps, streamlining work, and automating unnecessary manual processes. Through iterative, user-focused design, we developed a single unified interface that is:

ADAPTIVE: Bend the technology to the user; rather than vice versa
CONTEXTUAL: Account for the user beyond the interface
INTUITIVE: Focus on the task, not the process
EFFICIENT: Reduce the user’s cognitive load
ANTICIPATORY: Understand the user’s needs before they emerge

In partnership with our customer, we developed several innovative features that improved UX, such as:

  • Guided navigation to lead users through workflows without overwhelming them with information
  • Predictive analytics to surface status and risk information that supports decision-making
  • Intelligent search to return relevant information more quickly and efficiently
  • Location sensing mobile features that link workers with relevant data based on their position in time and space
  • Interactive AI chat to retrieve information and feedback in a conversational way
  • Process automation to eliminate repetitive, error-prone manual work
  • Communication tools to improve cross-team collaboration

These features are enabled by integrating with leading-edge technologies like SOLR, RPA Automation Anywhere, IBM Clickstream Analytics, and Machine Learning. These support web-standard technologies such as HTML5, CSS2, and AngularJS.

RESULTS

The results of the project are compelling. With a completely unified and thoroughly transformed user experience, nSPOG has provided measurable improvements for the users: increased satisfaction, efficiency, and reduced errors, clicks, screens, and chair swivels.

With a completely unified and thoroughly transformed user experience, the “Network Single Pane of Glass” has provided measurable results for our customer’s business and users.

Clickstream analytics and usability studies have identified:

Up to 60% reduction in the time to perform a typical task80% reduction in chair-swivels50% reduction in clicks to complete a task50% reduction in screens visited to complete a task.

How can Radiant help your organization achieve next-generation user experience?Contact us today.