Industry / Project type
B2B enterprise software
Client
PTC
My Role
UX research, UI/UX design
Tools
Redesigning the PTC Hub for simplified license management
Background
PTC Inc. is an American computer software and services company who was a pioneer in parametric, associative feature-based, solid computer-aided design (CAD) modeling software. They have created and acquired several industry leading software products over the decades such as Creo, ThingWorx, Vuforia, Windchill, Mathcad etc. A lot of these software are distributed and managed based on the on-prem model as opposed to the SaaS model popular today. The company provides a platform called PTC Hub to its clients for managing their PTC software.
PTC hub was widely unpopular among its users leading to customer dissatisfaction and high customer support cost, which is why the company approached Deloitte to reimagine the license management experience on PTC hub. I worked as the Senior UX/UI designer on this project contributing to the 0-1 design process from discovery, prototyping, testing and development.
Project Impact
From boosting client satisfaction to minimizing revenue leakage, the redesign delivered impactful results across key performance indicators.
The redesign empowered users to perform compliance and maintainance tasks on the portal without needing assistance. Company's 'Voice of the Customer' data which previously indicated very poor net promoter score, improved by an average of 6 points.
46%
Increase in users' task completion rates
61%
Decrease in help tickets raised by users
The Problem
License management processes on the LM portal were fragmented, manual, inconsistent across products, and highly error prone which led to low customer satisfaction and high cost of support
We put ourselves in the user's shoes and used the LM portal to perform the tasks. We mapped the user journey and conducted heuristic evaluation on each page. This helped us understand the product and empathize with the user.
Discovery
I conducted user interviews, and discovery workshops with stakeholders to define project goals, map the problem space, and brainstorm solutions
“Your licensing and renewal process is complicated and unreliable beyond belief. Every year when it is time to renew we take a deep breath and begin the process again, wondering which problem we will encounter this time.”
“Numerous, tedious, repetitively ridiculous issues while waiting well over a month to get a trial license, which could ONLY be installed with the help of tech support”
“Each year I am the one telling you what we have and where, not very professional”
Sorry!
Thank youuuu!
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Low Fidelity Prototyping
I created several iterations for key pages and user flows, and built a low fidelity prototype to get initial feedback from my team
Usability Testing
Moderated and unmoderated tests were conducted to evaluate the design
We conducted moderated tests with 6 participants where they were instructed to follow the think out loud protocol. We also utilized Lyssna/Usability Hub to conduct unmoderated tests with larger audience. Our objective was to evaluate intuitiveness of the navigation, clarity with verbiage and task completion rates.
Final Prototype