HP DaaS: Virtual IT Services Support

Overview

Designed IT workflow support SaaS web app to leverage IT specialists’ virtual devices support workflow with the paired hardware component for HP

I worked with HP’s product team to design a cloud-based SaaS web app solution with combined manufactured hardware to leverage IT specialists’ service support experience with their customers. By communicating with PMs and business stakeholders to identify and prioritize problem specs, UX goals, and design deliverables within the Sprint framework, we proposed wireframes and user flows with solution features designed based on design system patterns and development feasibilities based on the product roadmaps.

Role

Product Design,
UX Design

Tools

Figma,
Miro

Team

Product Manager,
DevOps Team,
Industrial Engineers

Problem

Since pandemic, IT specialists have struggled to provide support service to help work from home employees troubleshoot their work devices

By understanding requirements and expectations for each use case, I built flow diagrams and wireframes to facilitate solution improvements and align with best practices of utilizing existing design system components. Product users include IT specialists with different authorities and end customers.

Solution

An IT services support portal to help IT specialists remotely connect and operate to diagnose end users devices with zero physical touch

Contributions

Create mutual task flow solutions for various user scenarios

By understanding requirements and expectations for each use case, I built flow diagrams and wireframes to facilitate solution improvements and align with best practices of utilizing existing design system components. Product users include IT specialists with different authorities and end customers.

Ensure deliverables match with development results

Since the product is data-heavy and each use case might interact differently with designed features, I provide detailed documentation for the developer team to ensure the implemented results match design deliverables. The guidance also helps us drive design consistency and collaboration efficiency within cross-functional teams.

This project is currently under NDA. If you want to communicate more about project details I have worked on at HP, please contact me via LinkedIn or chen.tse.hungtw@gmail.com.

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