Accruent is a global software company that helps organizations transform their physical resources. In the last 24 months, the company has acquired 9 products with their suite of applications. Consequently, the mismatched interfaces need streamlining into a new cohesive suite.
EMS is one of the larger products, giving clients such as Harvard University and Cisco ability to manage the utilization of their physical assets all in a single place.
Task
I had the task of redesigning the Event Logs tool within Platform Services.
Role
Designer/researcher, working with a senior designer, a product manager, and engineer/developer
Tools
Sketch, Invision, JIRA, Miro, Elevate Design Library, Microsoft Teams
Timeline
1 month
My partner and I started this project by collecting data about our users and capturing what our stakeholders believed was the main purpose of Platform Services. We knew that Platform Services was utilized by our internal admin team and our admin clients for system maintenance — but we discovered that the old tool had way too much noise and data that was of no use to our clients.
We mainly targeted our EMS support team's principle engineers and admins, our Product Managers for VoC feedback from customers, and got some extra insight from our top Sales Engineers.
Through rounds of internal interviews, sketches, and wireframes, we decided on modern layout and style that included collapsable cards for each event. One of our early decisions included utilizing the page's real estate more effectively by placing the main filter components where the left navigation was previously. This allowed us to focus the attention on the event data, and presenting it in a way that connects the users to the data that they need to get their jobs done!
I worked with a Senior UX Designer and Technical Writer to translate the old branding into a new, modern, and clean layout that also fits cohesively with the redesign of Accruent's suite of products.
"What keeps you up at night when thinking about the Event Logs?"
"There is just a lot of noise on that page, I only can use three points of data on that entire page. And the event messages are pointless, I don't even know what they mean 85% of the time...."
Wow. 85% of the time, the event message did not help admins diagnose system issues. That was pretty jarring feedback.
By asking our stakeholders the right questions, we were able to work with engineering to create more granular messaging for events occurring in EMS. That translated into the support team better equipped to figure out solutions faster, which translated into higher customer support ratings, and well...happier customers.
During the validation stage, customer journey maps or workflow diagrams are created and used to make sure that we are answering the needs of the customer.
Utilizing the new design library, the update to the Event Logs to a simple, yet effective tool satisfied our stakeholders and customers. We received feedback that the update made our company appear more modern and professional. Our principle engineers also have the right data that they need, making their jobs way easier.
.svg)
