Modernizing PTC's license management dashboard to decrease support costs
Modernizing PTC's license management dashboard to decrease support costs
Overview
During my time at Deloitte, I worked as a UI/UX designer to modernize our client PTC's license management portal. Redesigning of the dashboard was a part of that project.
During my time at Deloitte, I worked as a UI/UX designer to modernize our client PTC's license management portal. Redesigning of the dashboard was a part of that project.
Industry / Project type
Enterprise, Desktop Web
Team
1 designer, 1 PM, 2 engineers
My Role
User research, UX/UI design
Impact
46% Increase in task completion rates
61% decrease in support tickets raised
Tools
About the client
PTC Inc. is an American computer software and services company
PTC Inc. is an American computer software and services company
Founded in 1985 and headquartered in Boston, PTC provides industry leading software that's used to build and maintain complex machines used in everything from planes to medical devices to wind turbines.
PTC Inc. is an American computer software and services company
PTC Inc. is an American computer software and services company
PTC Inc. was pioneer in parametric, associative feature-based, solid computer-aided design (CAD) modeling software.
PTC Inc. is an American computer software and services company
PTC Inc. is an American computer software and services company
PTC has created and acquired several industry leading software products over the decades such as Creo, ThingWorx, Vuforia, Windchill, Mathcad etc.
About the License Management portal
PTC' license management (LM) portal was used by their 25k+ global customers to manage the on-prem software products they owned
PTC' license management (LM) portal was used by their 25k+ global customers to manage the on-prem software products they owned
Founded in 1985 and headquartered in Boston, PTC provides industry leading software that's used to build and maintain complex machines used in everything from planes to medical devices to wind turbines.
KEY TASKS PERFORMED ON THE LM PORTAL
Adding licensing host (computer)
Adding licensing host (computer)
Assigning licenses to the host
Assigning licenses to the host
Moving license from one host to another
Moving license from one host to another
Retrieve a license file
Retrieve a license file
Remove license from a host
Remove license from a host
Downloading license report
Downloading license report
The business challenge
PTC approached Deloitte to solve their business challenges by modernizing the LM portal
PTC approached Deloitte to solve their business challenges by modernizing the LM portal
From high cost of operations and support to poor customer satisfaction, the license management portal posed several business challenges due to which PTC approached Deloitte for undertaking a redesign effort.
Identifying the user challenges
Investigating the Voice of the Customer data, and conducting a UX audit of the existing dashboard helped me understand the state of the legacy platform and its user challenges
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Thank youuuu!
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UI design
Based on the preliminary research I designed a first version of the dashboard
Usability Testing
Moderated 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.
"Why can't you just show me what I purchased yesterday?"
"Sorry I don't use this very often, so I'm not sure where to begin.."
Final Prototype