J&J GS SPR Hi-Fi Mockups
KPI Overview dashboard
Detail dashboard for service quality and recovery data
Detail dashboard
Procurement detail dashboard

J&J Global Service Performance Reporting

Enterprise Business Reporting App

Product Type: Desktop Enterprise Business Intelligence Application.

Summary
This is a global enterprise business reporting app consisting of 34 business intelligence dashboards, 27 of which I designed as the replacement Lead Designer for the project. It is designed for Global Services directors, department managers, and team leaders who use it to evaluate department performance, find management insights to improve department performance, and create reports using the interactive data dashboards.

Scope: Interactive prototype design for 2 types of end-users, from concept to development hand-off.

End Users
Directors and team leaders overseeing global service departments.

Pain Points
Directors and team leaders struggled to identify which business service KPIs were below target frequently enough to justify department changes, and which changes were needed to improve department performance. Users needed a product that allowed them to efficiently identify service issues and their origins, and generate business reports showing the statistics necessary to propose strategic changes in order to resolve them.

1) Users needed a product that allowed them to efficiently identify service issues and their origins.
2) Users needed a product that allowed them to efficiently generate meaningful business reports showing the statistics necessary to propose strategic changes in order to resolve them.

Scope
Designing data visualizations and dashboards featuring a strategic combination of KPIs for each department, along with a navigation system and dashboard filtering module, from concept to high-resolution prototype and deliverable hand off. The product was designed for build out using Tableau, in an agile environment using 2-week sprints. User testing was conducted every-other sprint to refine and guide product design.

Timeline
This product was designed and developed for initial release within 5 months. I conducted user testing to enhance and improve the UI designs for each release while designing additional dashboards for other departments over a period of 9 months.

My Role
I was the Lead Designer on the project, working closely with Business and Development Teams to rapidly design and deploy UI designs from concept to interactive prototype.

I led bi-weekly work sessions with the Business team, helped conduct user research studies, and worked closely with development to ensure seamless handoff.

Solutions
1) To provide a way for users to efficiently identify service issues and their origins:
I conducted a series of user studies on the pain points of each department, allowing department directors and team leaders to identify the KPIs they needed to review and analyze to make business decisions, as well as the the statistical relationships between business metrics that they used to trouble-shoot and identify the origins of performance issues.
I then designed a separate series of dashboards for each Global Services department, featuring the KPIs that department leaders needed to see in relationship to each other within the same visual section on the screen to allow them to quickly identify and analyze the origins of performance issues. I separated data for each department into a Summary Overview Dashboard and detail dashboards for each of those KPIs to allow users to efficiently research below-target KPIs. This allowed users to quickly identify which KPIs needed further investigation, before opening a detail dashboard with advanced filtering options to determine the cause of service issues.

2) To provide a way for users to efficiently generate meaningful business reports showing the statistics necessary to propose strategic changes in order to resolve them:
Each overview KPI data visualization allowed the user to navigate to a KPI-specific detail dashboard. The detail dashboards presented data visualizations grouped by service level and positioned them in a way that allowed users to review multiple dimensions of a dataset at once. Data filters allowed the user to then narrow-down the dataset by service type, team, and time incrementation to present cross-sections of data for complex analysis. Users were then able to capture images of these dashboards in each state of filtering to create the visuals needed for complex department reports.

Result
User studies were conducted with end-users from each department, measuring the user-friendliness and usability of this product with both quantitative and qualitative methods of evaluation. The UI design was improved based on the results of these studies, and the results of the final set of studies demonstrated that this product resolved user pain points for all user groups.

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