Hewlett Packard Inc (HPI) has a proven track record of creating trusted partnerships in one of the oldest and most respected partner programs in the IT industry. That is why HPI reacted with swift action when partners were increasingly becoming frustrated with the Managed Print Service (MPS) software tools provided to them stating that they were not enabling them for success and limiting the partner’s ability to scale. Ultimately, it was decided to modernize one tool first with a full re-brand, redesign, and re-invention of the partner experience, then apply these design standards and overhaul all partner facing MPS applications.

Working closely with HPI partners, internal HPI business stakeholders, and IT management + delivery teams, my role was to pioneer and lead the redesign to be driven with end-user feedback, follow design thinking methodologies, and transform the IT delivery processes to incorporate future development guidelines. This included UX architecture, UI strategy, Information Architecture, Visual Design, Live + Web Workshops, Prototyping, Data Mapping, Integration Planning, Interaction Design. Lean UX, Agile Methodology, and more. 

 

The challenges & tasks

MIGRATION TO AGILE METHODS
MAINTAIN DATA INTEGRITY
WORLDWIDE APPLICATION
CREATE DUAL ENVIRONMENTS
SIMPLIFY THE INTERFACE
LIMITED RESOURCING

The strategy & delivery

 
 
 
 

Analyze

First, we analyzed the data of all user feedback to look for patterns, emphasized problems, and organized it with change requests/feedback categories.

Identify

After recognizing our biggest feedback/complaints were User Experience, we did a breakdown to identify which categories showed the most pain in the user's experience.

Visualize

Next we needed to take this data and make it tell the story of our backlog to visually understand what our findings were. This was done by converting the data to interactive charts and graphs with clear information labeled throughout. 

Validate

After we visualized the data , we shared the information with our stakeholders and end-users to validate our findings reflected actual problems with the application and that our top themes for focused design efforts would capture majority of the problems. 

The results

Novice Users

It took less than a day for users to understand how to use the application while the prior application took 3-6 months to learn.

Contractual Framework

The design has become the standard across 32 software tools for UI navigation, design, and multi-tool integrations

Increased revenue

By simplifying the design of the quoting tool, partners are enabled and reduce cost of training and increase their revenue by the quick ability to turn potential sales to contract