Increasing the discovery & adaptation of IT Operations
ATLASSIAN
ENTERPRISE SaaS
Product
Jira Service Management
Role
Lead Designer
Timeline
6 months
Team size
Design: 1
Extended design team: 5
Product & Engineering: 12
My direct contribution
Leading the end-to-end designs and delivery, Stakeholder management, Workshop facilitation
What did we do?
We designed a fresh onboarding experience for the new Operations features inside Jira Service management, and achieved a remarkable 80% increase in feature discovery and adoption.
Disclaimer:
This project is under Non Disclosure agreement, please reach out for more information. Meanwhile get a brief insight for this project below.
Here's a quick summary
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The Problem
Tons of new features were designed inside Jira Service Management, as a part of making JSM as a go to suite for everything IT Service Management.
However, all these new features were too confusing for users and admins. They could not find what they were looking for easily, and even when they did, it took them a lot of time in configuring settings.
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the solution
By conducting thorough research with 20+ participants, we identified friction points and proposed various growth funnels. We then designed a thorough onboarding experience that aided the customers in quickly setting up their product and start using it.
This boosted overall performance of the features, as they were more discoverable and usable.
IMPACT & OUTCOMES
+80%
Staggering increase in feature discovery for key operations features
45%
Significant reduction in configuration time for key operation features
Don't be a stranger!
Have an opportunity for me, want to share ideas, or just chat? Iām all ears!
