Industry
B2B Software
Client
PTC
My Role
UX research, UI/UX design
Redesigning the PTC Hub for simplified license management
Phase 1
Discovery
With the objective of discovering who we're designing for, what problems we need to solve and what are the business goals we conducted research through interviews, surveys and stakeholder workshops.
05
Customer Interviews
03
Stakeholder Interviews
36
Survey Participants
01
Survey Questionnaire
Phase 1 DISCOVERY
An important outcome of the discovery process was identifying user's challenges with the existing portal and their business impact.
User's challenges
Fragmented licensing technologies / experience across products
Manual, siloed, error-prone processes.
Limited entitlement, license & usage visibility.
Limited ability to enforce compliance & limit overuse. Inconsistent policies.
Ever-increasing complexity with the addition of new versions & acquisitions.
Business Impact
Low customer & partner satisfaction
High cost of operations & support
Lost internal productivity
Revenue leakage / untapped potential
Low ease of doing business with PTC
Phase 1 DISCOVERY
Through interviews with stakeholders and using the LM portal first hand with a test ID we built three user personas that use the portal.
Primary User
Secondary User 1
Secondary User 2
Phase 1 DISCOVERY
We mapped Vlad's key tasks on the LM portal and the journey followed to achieve them and validated it with the stakeholders during one of the workshops.
Vlad's Tasks
Adding a licensing host
Vlad has to register his servers / computers as licensing hosts on the portal.
Assigning products
Vlad has to assign a purchased product to a registered host on the portal to start using it.
Moving or removing assigned products
If Vlad wishes to use a product on a different computer he has to remove it from its current host or move it to anther host
Retrieving a licensing file
Vlad may choose to retrieve the licensing file of a host.
Downloading a product and reports
Vlad can download a purchased product as well as license report of specific time period from the portal.
Renewing a license
When a license expires, Vlad can initiate its renewal from the portal.
Phase 2
Design
Upon completion of the discovery phase, we prioritized features for the first iteration of the MVP, wrote user stories and followed an agile methodology to create wireframes.
Phase 3
Usability Test 1
We conducted our first round of usability tests on the screens with the objective of measuring task completion rates, user's understanding of the verbiage used on the portal and overall satisfaction score.
01
Screener Questionnaire
03
Unmoderated Tests
05
Moderated Tests
36
Unmoderated Test Participants
Test Insights
Usability
Users are comfortable using features such as search and filter to find the specified product package.
Identifying the right actionable package, the most difficult step for users.
Task completion rates
High task completion rate (~ 90% )
Low learning curve (<10% mis-clicks on dashboard in 2nd test)
Verbiage
Certain terminologies such as 'license repository', 'package', ‘host’ ‘configure’ caused confusion for users.
Satisfaction score
Average satisfaction score: 3.7/5.
‘Retrieve license’ flow received lowest score as many users struggled to complete the task.
Phase 4
Design
In the second phase of design we brainstormed along with the stakeholders to solve the problems identified during testing and designed new screens based on those ideas.
Phase 4 DESIGN
Key updates to design after testing
Manage products, not packages
Customers purchased packages but they used and managed products. One of the biggest changes we drove was embracing a product first approach.
Introduction of guided flows
Many of our users visited the LM portal once in six months or even less. They needed a little more guidance. Introduction of ‘guided flows’ empowered these users.
Phase 5
Usability Test 2 & Wrap Up
Test Insights
Usability
Users said the guided flows made it easy to perform tasks.
Table free dashboard and dynamic ‘Recent orders’ component made data accessible and manageable
Task completion rates
97% of the users successfully used the ‘search & filter components’ and found the experience of finding products pleasant.
73% said they liked the product selection approach.
An average of 96.6% task completion rate was oerved.
Verbiage
Certain terminologies such as 'license repository', 'package', ‘host’ ‘configure’ caused confusion for users.
