Project Overview


In 2015, IBM established the Support Portal New Generation as a Hallmark Project and so began the journey to create the new and improved IBM support experience. After receiving the title as a Hallmark project, the SPNG team realized they needed a designer who could do more than just create strong visuals. The team requested a designer who could think and go beyond just pushing pixels. They wanted a human-centered, visual designer capable of making their vision come to life.​

IBM Design sprint bootcamp in Raleigh, North Carolina

The Original Support Portal

 

In the recent years, IBM has begun investing more resources into internal and external software products and services. Example A (photo below) is what the current support experience looks like. A challenge with the current support portal is that information and resources are not located in one central repository. The experience is disjointed and it can feel like hunting for a needle in a haystack.

Focus was home redesign - this was the original homepage

Before I Started

Before joining this project, the lead information architect created a sitemap, provided some base for the information hierarchy, and had initial sketches laid out.

Before I joined the project, the information architect created HTML prototypes (two possible directions shown above) which the team wanted me to initially design around

Business Goals

  1. Search is key, should be front and center 

  2. Information on the homepage is ordered in a way that addresses the most common questions and concerns of users

  3. Use new IBM brand guidelines when designing

  4. The redesign should fall into line with other initiatives happening across both internal and external
    IBM experiences

 

Room for Improvement

 

The original experience was disjointed and the lack of a centralized search experience made it very difficult to quickly access information.

Also, common information and links are buried under several layers of menu, a goal would be to surface these quick links for the most common inquiries.

 

Design Iterations for Dashboard

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Mobile Tech Web App

 

Experimenting with possible dashboards for the mobile web app. This would be used by those that were working in the server farms and needed the ability to view the support portal on the go.

 

Explored the use of colors, tiles, icons. This project was not implemented during my time on the project it was more about exploring what direction the team could take. 

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Based in San Francisco Bay Area

Carpe Diem

Sunnyvale, Santa Clara County, California, South Bay