Reframing from "fix the crashes" to "redesign the tool so it carries the rote cognitive load rather than users" led to:
→ 8x availability → 32 windows to 1 → Zero crashes
Full talk (30m + Q&A): youtu.be/fkhZeWzoolk?...
#UserResearch #UXStrategy #BayCHI 🧵4/4
Stakeholders knew the tool was unstable. My research revealed users had built a shadow system of workarounds around that instability—scheduled access windows, strategic window management, cognitive load just to stay oriented.
That shadow system was the real redesign target. 🧵3/4
In November, I presented this project at BayCHI—ACM SIGCHI's SF Bay Area chapter. A huge thank you to Program Chair Ted Selker and the BayCHI volunteers who make these events and recordings possible. 🧵1/4
For the 100,000 foot view of the case study, see bsky.app/profile/ux.e...
📧 If you're looking for a Product/UX Designer who drives for deep, shared understanding of users' hows & whys on which to ground stakeholders' & product teams' vision—let's talk! → www.linkedin.com/in/edwinli/
#UXDesign #ProductDesign #UserResearch #CaseStudy (⬆️) #SanFranciscoBayArea
The most important skill in this UX project wasn't the design. It was the reframe.
Stakeholders saw an engineering symptom. Research led me to a UX problem. Full talk at BayCHI in November (42 min w Q+A): youtu.be/fkhZeWzoolk?...
#UXDesign #UserResearch
Senior-Level+ Capabilities: Research, Strategy & Design Research Qualitative research • Ethnography • Diary studies • Problem reframing Strategy Systems thinking • Abstract modeling • Paradigm shifts • Product strategy Design Experience design • Components • Prototyping • Pixel-perfect • Remote collaboration Want to hear the full story? Let's talk ? linkedin.com/in/EdwinLi
📧 If you're looking for a Product/UX Designer who drives for deep, shared understanding of users' hows & whys on which to ground stakeholders' & product teams' vision—let's talk! → www.linkedin.com/in/edwinli/
#UXDesign #ProductDesign #UserResearch #CaseStudy (⬆️) #SanFranciscoBayArea
❓ Have you ever worked on a project where research revealed a completely different problem than what stakeholders initially briefed? Would love to hear your stories.
![Title slide: Transformed Crisis into Productivity Engine, ? [Producing] 8x System Availability. Users went from hunting through 32 windows to 1 window per inquiry](https://cdn.bsky.app/img/feed_thumbnail/plain/did:plc:i53sg6k4v3vt4rl2k7wzaw45/bafkreidiaptmwxpmtzvcbppkw3hb7mraqoftibrlsgre654hp2ernf2jnu)
Title slide: Transformed Crisis into Productivity Engine, ? [Producing] 8x System Availability. Users went from hunting through 32 windows to 1 window per inquiry
![The Problem: A Mission-Critical Tool That Had Become the Primary Obstacle.
32 Windows: 4 orders × 8 pages each
Daily Crashes: Broad queries overwhelmed back end
[Rationed] 1-Hour Access [per day]: 12.5% availability (86% capacity loss)
Business Impact: Stalled inquiries, delayed sales
The tool meant to make work easier had become the primary obstacle to doing the job.](https://cdn.bsky.app/img/feed_thumbnail/plain/did:plc:i53sg6k4v3vt4rl2k7wzaw45/bafkreif6wm5sjk4d4mtveukgpa7tpmqrezrstibvvpqd7myra3g3uc56ze)
The Problem: A Mission-Critical Tool That Had Become the Primary Obstacle. 32 Windows: 4 orders × 8 pages each Daily Crashes: Broad queries overwhelmed back end [Rationed] 1-Hour Access [per day]: 12.5% availability (86% capacity loss) Business Impact: Stalled inquiries, delayed sales The tool meant to make work easier had become the primary obstacle to doing the job.
The "Zoombox" Component: Deep Details Delivered Inline • Consolidated info from 5-8 pages • Progressive disclosure in context • Multiple orders compared inline • Zero new windows needed
![From Crisis to Productivity: Measurable Business Impact
8x System Availability
Zero Crashes Post-Launch
32 ? 1 Windows Per Inquiry
Faster Task + Resolution Time
“[The new design] gives me just what I need.” - Order Management Team member
“Still one of the most frequently used and relied-upon tools across Sales, Finance, Order Management, and Operations groups.” - Deanna Walls, Product Owner (2 years later)](https://cdn.bsky.app/img/feed_thumbnail/plain/did:plc:i53sg6k4v3vt4rl2k7wzaw45/bafkreigy3dd7whxsgoqhbbs7usbcklowhtmevc6nhwccmyjrvzzlczpnka)
From Crisis to Productivity: Measurable Business Impact 8x System Availability Zero Crashes Post-Launch 32 ? 1 Windows Per Inquiry Faster Task + Resolution Time “[The new design] gives me just what I need.” - Order Management Team member “Still one of the most frequently used and relied-upon tools across Sales, Finance, Order Management, and Operations groups.” - Deanna Walls, Product Owner (2 years later)
32 browser windows open simultaneously. 😮
That's what users at Juniper Networks had to manage just to answer a single order status inquiry—and the system crashed 💥 multiple times a day. 😧
🚀 I transformed that chaos into a single-window workflow with 8x system availability. 🎉😌 Here's how: ➡️
Held at the Internet Archive in SF on Tuesday 12/9! Will I be able to fire up the Zoom for virtual socializing? Will I be able to do it for the speaker presentation and stream it via YouTube? We'll see! A new location means a new AV adventure! Join us!
...
* Where the impact was recognizably giant even without typical metrics
I'll aim to start the Zoom and light dinner/networking at 6:30pm PT.
Come join us!
Coming up tomorrow, Tuesday 11/11!
That's me! Sharing a story about a fun, impactful project:
* With Design innovations from qualitative research insights
* Where the secret weapon was preserving space for creativity and time spent on high-fidelity, abstract design work before low-fi designs
...
Coming up next Tuesday 10/14! See you there!
Join us in person or via Zoom!
Respiratory infection levels for Santa Clara County:
publichealth.santaclaracounty.gov/diseases/covid
Next week on Tuesday 8/12, we meet at a new location at the University of Santa Cruz Silicon Valley campus!
Coming up on Tuesday, 6/10! Elections! Become a BayCHI officer! Consider some of the legal issues in AI!
Tuesday, May 13 @7:30pm PT (Zoom or in person @ Otherlab): “Document Design—Linguistics Improving UX.“ Nancy Frishberg, UX Strategist, Researcher, & Research Manager, will discuss the strengths of a Linguistics background in UX. Zoom registration link: us06web.zoom.us/meeting/regi...
baychi.org/_2T
Tues, Apr 8 @7:30pm PT (Zoom or in person @ Stanford this time): “Immersive Virtual Embodiment: How Avatar Representation Shapes UX in Social VR.“ Cyan DeVeaux, Stanford Communication PhD Candidate, will discuss the effects of avatars in VR & offer design implications. baychi.org/calendar/202...
Join our next BayCHI meeting via Zoom or in person, Tues 2/11 @7:30pm PT: “Chasing Fire: Matching Strategy To Today's Greatest Challenges.“ Stanford Adjunct Professor Paul Saffo will share approaches to foster innovation amongst both positive & negative exponential change. baychi.org/calendar/202...
