Hewlett Packard Enterprise
Our team worked within the management console of the 3PAR system. We analyzed the current user flow of notification and installation of updates to 3PAR systems. We used a variety of User Experience research methods, to get to the root of the issue. We discovered the user's pain points, challenges, and positive experiences to determine a more effective and positive experience for Hewlett Packard Enterprise’s customers.
Hewlett Packard Enterprise’s current processes of prompting 3PAR customers to update their systems are ineffective in getting the right information to them at the right time.
I was the lead in the analysis of the interview data and learning what we can change in the design from that data. I also headed the design of the mockups and ideation we handed over to HPE upon completion of the project.
What I learned
This project and problem space were incredibly technical. This project taught me the importance of simplifying and understanding the problem so that all designers, stakeholders, and parties involved are on the same page. Being limited in our design options, we focused mostly on research for this project. This helped us learn what works and doesn’t work when it comes to updating and the console itself.
We searched for scholarly articles related to updating behavior, read those articles and summarized our findings and insights.
- Habituation is a problem
- Users don’t understand, why updates are necessary and why they are important for security
- Updates are seen as an inconvenience
We interviewed one user, a Virtualization System Administrator at Purdue and a user of the 3PAR system, which houses the student data that is on Blackboard. The interview allowed us to find problems not only within the Service Console but also within the Array Software Update.
- Service Console update was rated 9/10 in terms of satisfaction
- Firmware update was rated 3/10 in terms of satisfaction
- Path to revert to a previous version is important
- Detailed update description is important to have when deciding to update
We wanted to get a better idea of the competitive landscape of storage systems similar to 3PAR. We looked products from PureStorage, Dell, and IBM.
We set up a meeting with one of our sponsors, Brian, where he showed us the interface of the 3PAR Service Console and let us control the screen. We spent an hour going through the process of performing an update, taking a screen recording as we went through it. We tried going through the process without any help from Brian, but he would help us if we got stuck. We then conducted in-depth analysis on the process after the session to map out the process flow and find problems within it.
- There is no automatic notification to tell the user to update
- The user has to take initiative and check within the Service Console or the Support Center for an update
- There are two separate paths to update the system itself
After going through the process flow of the current website, we rewatched the video we recorded of it and made note on every single action and time where a moment of confusion or hesitation may have occurred. There were seven categories that we watched for and took note of when they happened: frustration, confusion, mouse gesture, a step in the process, ease of use, positive feedback, and negative feedback. After we had all these moments onto post-it notes, we separated them into different categories. The categories we determined were: awareness, deciding, preparation, installation, troubleshoot, and post-state.
- There are communication errors within the flow that make it difficult for the user to navigate without confusion
Before we began ideation we felt it was important to use the information we found from research to simplify the process flow.
We created sketches of the screens and interactions that would guide the user through the new update notification process.
Based off feedback on our sketches we created high fidelity versions of our ideas. We used these concepts to test users based on their preferences.
We were unable to gain access to current 3PAR users to test our designs with, so we recruited Purdue Computer and Information Technology students (Graduate and Undergraduate) to test our designs, since they have a similar technical background to our target user. Each participant was shown one type of notification (desktop, Mobile, Email) After viewing each notification participants were asked to pick 3 words from a set of 20 (10 positive and 10 negative) that we chose from the Microsoft Desirability Toolkit based on their relevance to updates and notifications. After picking the words participants were asked to explain why they chose each word.
We were limited in the design space for this project so we wanted to see what motivated users to update best within the notifications. Using the data from our analysis, we created a list of the content our users wanted in the notifications. Using this list, we iterated on one of our designs to create our final design.