IBM • 2019 • Lead Product Designer
IBM • 2019 • Lead Product Designer
Status Page
Status Page
Overview
Overview
Overview
Context
Context
My Director had a portfolio of over thirty different tools and applications, but there was no way of communicating their current status or upcoming maintenance to the Business Partners. I was tasked to design a ‘Status Page’ as a hack project that seven incoming developers recruits would work on as a way of familiarising them with the company and processes.
The project quickly gained attention from senior leaders and is now a live tool that IBM developers continued to actively work on after I left. The tool that I led the design on is now accessible by IBM’s hundreds of thousands of global business partners.
My Director had a portfolio of over thirty different tools and applications, but there was no way of communicating their current status or upcoming maintenance to the Business Partners. I was tasked to design a ‘Status Page’ as a hack project that seven incoming developers recruits would work on as a way of familiarising them with the company and processes.
The project quickly gained attention from senior leaders and is now a live tool that IBM developers continued to actively work on after I left. The tool that I led the design on is now accessible by IBM’s hundreds of thousands of global business partners.
Results & Impact
Results & Impact
27%
27%
27%
reduction in customer support requests relating to application performance issues.
reduction in customer support requests relating to application performance issues.
40
40
40
application experiences have been onboarded onto the status page.
application experiences have been onboarded onto the status page.
Two Interfaces
Two Interfaces
Two Interfaces
External: IBM Business Partners
External: IBM Business Partners
The front-end interface that Business Partners use to check why they can't access an application and when service is expected to resume.
The front-end interface that Business Partners use to check why they can't access an application and when service is expected to resume.
Internal: IBM Technical Owners & Customer Support
Internal: IBM Technical Owners & Customer Support
The back-end that IBM uses to provide status updates and schedule maintenance.
The back-end that IBM uses to provide status updates and schedule maintenance.
States
States
States
Unplanned Outage
Unplanned Outage
When a tool is not functioning at all, IBM employees can use the internal interface to provide updates about the progress in identifying the problem and implementing a solution.
When a tool is not functioning at all, IBM employees can use the internal interface to provide updates about the progress in identifying the problem and implementing a solution.
Planned Maintainenance
Planned Maintainenance
Business Partners had no visibility about when tools would be undergoing planned maintenance, and IBM had no fixed channel for communicating this information. This meant that sometimes Partners wouldn't be able to complete a task and were led to believe there was an outage, causing pressure for customer support. Now using the Status Page they can see when maintenance is planned for so that they can be plan accordingly.
Business Partners had no visibility about when tools would be undergoing planned maintenance, and IBM had no fixed channel for communicating this information. This meant that sometimes Partners wouldn't be able to complete a task and were led to believe there was an outage, causing pressure for customer support. Now using the Status Page they can see when maintenance is planned for so that they can be plan accordingly.
Contact
These short project overviews barely scratch the surface of my process, the immense challenges we encountered, and the rich collaboration that took place, but hopefully it was enough to spark your interest.
Contact
These short project overviews barely scratch the surface of my process, the immense challenges we encountered, and the rich collaboration that took place, but hopefully it was enough to spark your interest.
Contact
These short project overviews barely scratch the surface of my process, the immense challenges we encountered, and the rich collaboration that took place, but hopefully it was enough to spark your interest.