Nbn
UX . UI
Problem
Solution
Delivered Enterprise Ethernet platform using Salesforce to allow RSP to order/track products as well as troubleshoot issues.
Impact
I was an early member of Enterprise Ethernet team and designed many foundational features and products.
Project included:
Home dashboard
Service feasibility & ordering (Salesforce)
Assurance (Salesforce)
Assurance (Internal Salesforce for NOC users)
Home dashboard & tasks (Appian)
Home Dashboard
A 360 view dashboard where the user (Retail Service Provider) is able to view recent services available, draft orders, orders & products, incidents, live updates & notifications as well as creating new orders.
Enterprise Ethernet is the first project in Nbn to be designed and developed off Service Portal and on Salesforce. It was first developed without a home screen as the user would be required to login through Service Portal.
As the main landing screen for Enterprise Ethernet the dashboard was not prioritised by business until the ordering flow was completed. Due to this flow in the project it became a struggle to design the dashboard when the time came. It took many round of iteration and workshops with constant testing.
After many rounds of iteration for MVP I decided to expand tables for more real estate and store the other tiles under the bottom right panel. With further space at the bottom right this could allow for more tiles in the future. Despite the global search being an optimal solution, it is a huge task to map and develop. In order to provide a simplistic search I’ve implemented specific search fields in each billboard to assist with the large sum of data entries.
Service Feasibility & Ordering
The main functionality of Enterprise Ethernet is to allow Businesses to order Nbn through their Retail Service Provider. As Nbn’s main clients are RSP users, this portal was designed specifically to allow RSPs to help businesses validate their premise location and complete an order to purchase Nbn at their premise.
Before jumping into wireframes the main focus was to identify the flow of the diagram. Where would the user go to first and what would be the process?
Once the users journey has been identified I mapped out the user flow and taskflow.
1 - Feasibility Check (Searching for the location)
2 - Feasibility Validation (Location validation results)
3 - Feasibility Result (Locations ready to proceed towards pricing)
4 - Quick Quote & Ordering (Pricing, Ordering details & summary)
One of the biggest challenges was creating a Quick Quote and an Ordering form. Essentially a Quick Quote is similar to an Ordering form but with less fields required, only capturing the most important details to display any charges required. This flow was designed so RSPs can quickly determine the cost without proceeding to submit the order.
Challenges included: The flow of the Order and Quick Quote form, error scenarios, the required details and fields needed to be captured for forms and breaking down a complex form into a simple process..
Assurance
After the order has become a viable product the user is able to receive live updates & notifications from Nbn about their service, including; services impacted, service downtime as well as raising a Trouble Ticket.
Before starting the wireframes I reached out to individual UX Designers and developers that previously worked on Trouble Tickets in Service Portal to understand the current task flow.
The biggest challenge of assurance was that I had to keep things similar to Service Portal but the way Service Portal functioned was very limited. I worked with multiple salesforce developers to understand how we can enhance the experience of raising an incident in Salesforce compared to Service Portal. This was a difficult task as there are multiple tests which all capture different data and requires the user to select different inputs.
The solution decided as MVP was to generate a flow, the user would be required to run a test in order to raise an incident.
Assurance (Internal)
Aside from Salesforce Community for RSP users, Nbn also required internal NOC users to use Salesforce console to run test from their end and manually raise a trouble ticket for the user.
There were many challenges at the start as there are many limitations in Salesforce console. Despite the huge learning curve, I tried to keep the flow as consistent as possible to Salesforce Community.
Home dashboard & tasks (Appian)
Appian is a task workflow which allows information to be captured from Salesforce. It allows the user to create tasks and allocate them to the desired teams. When a task is complete the status of the order will be updated and reflected in Salesforce.