Introduction

The Digital Infrastructure Management Dashboard is an internal tool that enables bank employees to manage and monitor the bank’s IT infrastructure in real-time. By replacing outdated systems and manual processes, it improves operational efficiency and reduces errors.

Essential Skills Required

• Design thinking
• Business analysis
• Strategic thinking
• UX research and design
• Behavioral data analysis
• Unified Modeling Language (UML)
• Technical knowledge and communication

The Design Process

Analysis

To ensure the project’s success, understanding both stakeholder and user needs was crucial. I led user research using qualitative and quantitative methods, including interviews, surveys, and workshops. This helped identify pain points, user goals, and behavioral patterns, providing insights that informed the design and aligned the team.

This is how we understood the importance of the dashboard:

Simultaneously, I worked closely with engineers to gather technical requirements and system constraints, ensuring the design was technically feasible.

User Personas were created and divided into user groups based on their needs, behaviors, and characteristics. As a result of this dual-track approach, we gained a comprehensive understanding of user needs, key requirements, and system limitations.

😨 Example of mapping of some of the business processes:

Design (UX)

The UX design process was highly iterative, incorporating regular feedback from engineers, product owners, and key stakeholders. Due to the complexity and technical limitations of the system, continuous validation was critical to ensure the design was both user-centered and feasible. I closely collaborated with external product owners and engineers to validate design decisions and refine the design direction as we progressed.

User feedback gathered during the research phase was continuously integrated into the design. This ensured the solution was not only aligned with user needs but also adhered to the best practices and principles of IT service management.

Design (UI)

The UI design was crafted to align with the system’s Bootstrap V3 theme, which was identified as a key limitation during the research phase. Due to such limitations, the primary focus was on optimizing the user experience for different user groups within the organization.

Continuous Improvement

Post-launch, I worked with the team to gather user feedback and continuously improve the platform. User behavioral analysis tools were integrated to collect data, driving further enhancements.

Final Results

Personal Findings

• To achieve better UX results, NASA TLX tests were optimised for required tasks. This approach allowed for a more accurate understanding of the cognitive load and mental effort required to complete tasks.

• The best communication of research findings to team/stakeholders was achieved through detailed, structured long PDF documents or short brief presentations to engineers.

• The best communication "language" between the designer and engineers during the developmnent phase appeared to be a Unified Modeling Language. UML facilitated clear communication of design decisions, minimized misunderstandings, and efficiently built complex user flows without redesigning developed UI/UX assets. This approach significantly reduced development time and ensured successful design implementation.