Clear Ocean
VMware wanted to build an upgraded Enterprise Service Management system with self-service functionalities to reduce IT dependency and empower department heads to manage their own services. I was brought in as a user experience designer on the project. My responsibility was to follow the design process to deliver a product with top-notch interaction design and user-centric experience. Once live, Clear Ocean will be used by VMware across the globe and will be also sold as an EMS product to VMware's customers.
1 and half-year
Ashlesh L, Tushar R
Sketch, Figma, Invision, Miro
The Challenge
VMware has been using an ESM (Enterprise Service Management) system called HelpNow+ which was entirely managed and maintained by their IT team. All the changes that were needed in the system, offered services or adding new services have to be done by the IT team. This increased IT dependency tremendously resulting in delays in the process and request management being bottlenecked.
The challenge was to develop a new ESM product from the ground up with self-service capabilities at its core to regularise processes and empower department admins to manage their service portfolios.
My Role
This was my first project after I got onboarded to the VMware design team. I worked on this project along with Tushar Roy as my mentor. The team consisted of a project manager, dev lead, IT director and 15 developers.
My engagement in the project was right from the discovery phase until the final usability testing of the project's first phase. In my term I was actively involved in conducting research activities for gathering user insights, shaping the product definition, finalising the features, driving UX demos and collecting feedback.
This project's concept and process is under Non-Disclosure Agreement (NDA) and the full breakdown is password-protected. If you are interested in knowing more about this project, please feel free to shoot me an email.
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