Applied Intelligence product consolidation
Problem and context:
New Relic’s Applied Intelligence offering consisted of four separate cloud-based SaaS products that represented features and functionality to support the incident response lifecycle. But the disparate, and often duplicative workflows caused confusion to both customers and internal users. Consolidating the four products into one, cohesive product would eliminate some of this confusion, and create an even more powerful way for customers to detect problems in their environment by leveraging core capabilities from each product.
I was tasked with creating vision mockups that would illustrate a singular AI experience that blended the separate products into a cohesive set of workflows.
The New Relic Applied Intelligence offering started with four separate products with duplicate workflows and inconsistent design and interaction.
My approach:
I conducted customer and field sales team interviews that confirmed confusion over the separate products, and helped reveal pain points around troubleshooting workflows that the separate experiences weren’t really helping.
I conducted stakeholder and product owner interviews that underscored business needs for consolidation, as well as helped my understanding of what was necessary from a systems architecture perspective (single notification pipeline, resolving data model discrepancies, dealing with a mix of user roles and entitlements)
Led a small team to collaborate around the information architecture to break the products down into their core capabilities and present a new navigation approach
Designed vision mockups for key screens that would be new to the combined solution
I identified differences in design patterns, workflows and taxonomy across the existing products and worked with a team of 3 other designers to resolve the discrepancies within each separate areas.
Solution mockups:
The most important part of the consolidation project was to identify an information architecture that encompassed all of the capabilities of the original products, but made sense as a holistic product.
The metaphor that rose to the top loosely followed the incident response user journey, was task-focused, and provided very logical sets of capabilities that resonated with both stakeholders and customers.
Some stakeholders were initially resistant to removing the original product names, but eventually came to embrace the verb + noun structure that emphasized tasks and their objects.
Vision mockup for the consolidated AI experience
Value delivered:
Provided solution mockups for the revised information architecture and combined experience that helped stakeholders and team rally around the possibilities of a combined experience
Created detailed audit for each of the separate products to identify areas of design or taxonomy inconsistency that became backlog the separate teams could tackle
