Insights

Case Studies High Tech

Designing a Software Lifecycle Policy Website

Background

 

A large technology company was using a siloed and outdated data platform to manage product end-of-life support dates, servicing details, system requirements, and other external-facing information. The use of the platform resulted in duplication of data and data entry tasks, leading to an increased potential for error and inconsistencies. The customer-facing interface had limited functionality, was poorly designed, hard to use, and generated service calls and customer complaints. The organization needed help to design and launch a new user experience.

 

Solution

 

Unify designed a new platform to consolidate and accurately represent product information in a consistent and integrated manner. Microsoft Azure was used to develop a tool to handle, combine, enhance, clean, and archive data automatically in a format that promoted rapid access and search. The new feature was designed with the flexibility to support legacy products and previous versions, as well as new releases and future upgrades. The team set up an improved customer-facing experience that was easier to use and produced better results. Unify facilitated the end-to-end process by gathering business needs across internal teams, developing backend databases, designing a new user experience, and creating the user interface. The ability to utilize online data feeds was incorporated, ensuring the platform will continue to scale with the business.

Key Outcomes

 

Unify delivered on an aggressive timeline to deprecate the old platform and design and launch the replacement. Since deployment, data entry errors have been drastically reduced. The new platform has been able to incorporate product data that was previously not captured. Customer satisfaction has improved dramatically, and the organization can conserve resources that formally went to handling service calls and correcting errors. Overall efficiency has improved leading to a reduction in operating expense and an improvement in brand image. The platform was so successful that the organization requested a second redesign project.