Overview & Challenge
COMS is a tech company, developing a variety of services and products for IT professionals and such large clients as Rostelecom, Russian post and Sberbank.
Coms SLA is a service (web app) for monitoring, analysing, managing and setting tools for servers, hosts, switches and other objects on the network.
As a lead designer, I was responsible for creating a new user-friendly deisgn and product vision for the Coms SLA web app.
After the first discussions it became clear that even experts with experience in the field of communication facilities could hardly understand the interface and the functionality of the existing product. The complexity of the service interface was directly affected the integration rate in the workflows of the client company, and therefore the solution from COMS actually became more expensive and less efficient.
Company
COMS SLA
year
2018
Responsibilities
UX / UI・Branding・Art Direction
Product focus & Solution
Since the main users of the product were technical specialists of client companies, we focused on their needs and expectations from the product.
Working closely with them and stakeholders, regularly conducting internal researchs and testing prototypes, I managed to collect and highlight a key user cases, which ultimately formed the basis for changes in the existing product.
Main workspace
After collecting and anylaze information, it turned out that the most common operation was to find the required network object and fix its problem or check the status.
Therefore, we first redesigned the navigation through the service.
We leave groups of network objects as an overview type of visualization and add a mini-list of the last 10 events, which allows users to quickly assess the current situation.
The smart multi-search bar was placed at the top to help specialists quickly find any desired object on the web.
Every network object has its own card contains sections of monitoring, events, controls, trouble tickets and settings. Users can change or add to favorites key parametres direrctly on the object card.
Everything necessary at hand
In addition to the updated navigation, we have rethought many of the user cases for setting up objects and visualizaion options, eliminating the need for users to make additional transitions and clicks.
UI kit & style
We decided to make the UI elements soft and vibrant to make the service feel more user-friendly.
In contrast, the Rubik font was chosen to keep the service looks professional.
As a final step, I prepared a complete UI kit so that the team can start developing the design system to reduce development time in the future.
Results
During 6 months of hard work together with the team, we completely redesigned the main service and launched an updated user-centered version of the COMS SLA.
Reduce Customer Support
load by 27%
Improved user satisfatcion
"
New simplified service interface based on the analysis of the work flow of technical specialists allows them to get an excellent experience, and our company to see the financial results.
Igor Maslov, Product owner
Scope of work
Design
Wireframing
Web design
App design (multiplatform)
UI kit & guidance
Prototyping & animations
Product supervision
Discovery
User research
Competitors research
Concept
Strategy
Stakeholders alignment
Information architecture
