Eliminating Service Silos
UX Techniques
UX Strategy, Information Architecture, Wireflows
Problem
Each business unit operates independently from one another, which is how development teams were influenced to build service silos. Each service was marching towards having separate websites. By continuing down this path, public customers would experience high friction because they would have to log into separate domains. Additionally, building these silos would exponentially increase scope, time, cost, and risk. The UX / UI would also be at risk due to variation of designs and functionality.
Solution
As the lead UX designer, I presented the problems above and proposed a set of wireframes, information architecture, and integration points to management at varying levels of the organization. This effort led to renegotiating with the business units feature prioritization..
Outcome
All parties eventually agreed that my plan made the most logical sense and shifted resources and priorities to stand up a Portal team to work on the foundation of product.
I saved the customer millions of dollars in development costs and avoided friction points that would likely have occurred in the future.
I was able to provide a product vision, strategy, and roadmap on how to design and develop towards a common service.
