Enterprise Design

LogicMonitor Reports

LogicMonitor has built-in reports that you can use to review key information for alerts; monitored data; device, website, and cloud resource configurations; dashboards; and user accounts and roles. Alert reports are a less disruptive way of monitoring non-critical issues as compared to email, text, or voice alert notifications.

In this project, our goal was to develop a novel report format tailored to support the customer success team in effortlessly generating monthly and quarterly reports, freeing them from time constraints and streamlining their workflow.

SCOPE: Web App

DURATION: 10 Months

Team Size: 10 DEVs, 2 PMs, 1 PD

FINAL DESIGNS

The primary aim of this product was to offer a customer-centric solution through the introduction of a new report format. This innovative approach aimed to save customers valuable time by automating report generation through default scheduling.

MY ROLE

My role was a product designer in the report teams. My team members are Product Owner, Product Manager, Designers, Developers, and Technical Writer.

CHALLENGES

In brief, I faced three challenges in this case:

Requirements ≠ User needs

Stakeholders did not allow us to contact the end users directly in the early stage. To increase our confidence in meeting the most critical user needs. I brought early design concepts to the potential users, such as Account Manager and Implementation Manager. to validate certain assumptions. For instance, the fact that I validated the process of time spent on each client was a critical need to the end users since they prefer a specific owner of the account to complete the task most of the time.

Cross Team Collaboration

Effective communication is critical in any scale of development projects; I made a point to meet regularly with stakeholders and cross-functional teams to ensure everyone was on the same page. This allowed me to focus on the top priorities and keep things moving smoothly.

Embrace Ambiguity

Dealing with complicated systems can be challenging, especially when there are many uncertainties. However, I’ve learned that it’s essential to feel confident enough to not get too caught up in the details and to keep a positive attitude. Having a positive mindset has been really helpful for me in achieving good results.

Requirements ≠ User needs

Discovery Phase

To understand the current process and identify the target users and their needs, I worked closely with the PM, who had a deep understanding of the entire Report procedure and dealt with end-users on a daily basis.

Through interviews and discovery meetings with the Customer Success Team and stakeholders, I identified two key points.

The current report process was not efficient.
The primary users were an internal customer success team.

Research

In LogicMonitor, we collect usage data from tools like Pendo, Salesforce, and Looker. For this project, we used Pendo to analyze the funnel of user-generated events. Our starting point was when users first accessed Reports. We then utilized the data from Pendo to explore user actions and determine the number of search attempts required for users to reach and open a specific report.

To find customers to interview I created several lists looking at the data in Pendo and Looker such as

Number of reports by the customer;
Number of reports by the enterprise;
frequency of Reports visit by the customer;
Frequency of Reports visit by the enterprise;

Also, we sorted them by customer types and annual recurring revenue; Next, I checked with the product team on who should be our primary focus. Those appeared to be in ternal clients. ( customer success team)

Next, after summarizing this, I reached out to Customer Success to conduct both a team interview and one-on-one sessions to identify pain points. Gathering feedback on existing functionality and observing firsthand how customers use the platform revealed additional areas for improvement and helped prioritize them.

Collaboration

In this large-scale program, collaboration was crucial to our success.

To better understand our users,

I consulted with a UX researcher who had been with the company for over six years. Additionally, I worked closely with the PM to capture the differences in business processes across various use cases, utilizing this information to gain a better understanding of our users.

In terms of design,

I regularly met with a Design System team and the product manager team to review the product style guide and component patterns, ensuring a cohesive and consistent user experience across different services.

New Report Type (Alerts HealthCheck Report)

The customer success team is responsible for compiling a quarterly report for each of their assigned customers. One key focus was the Alerts HealthCheck Report, which will serve as an example to illustrate the design iterations.

This quarterly report has been streamlined to frequently use settings that combine extensive information. This approach helps the customer success team provide data and recommendations for each customer effectively.

Alerts HealthCheck Report

Many customer success teams are required to create a report for each customer and compile recommendations every quarter. One key area of focus is compiling the data and creating recommendations for customers. I will use this as an example to illustrate the design iterations.

PAIN POINTS

1. Using multiple reports to create the report

2. No Report that they need

DESIGN ITERATIONS

I bought early design ideas to meet with the PM, Customer Success folks and the stakeholders to validate concepts and collect feedback.

Some examples of my design iterations.

Example 1 – Simplified Tasks

To streamline the process, I designed the task into a series of steps based on customer requests. As you can see from the left, in the old report design, users faced the challenge of combining multiple report types to get the data to show the report’s result to the customer, which took so much time for customer success to spend on.

Example 2 – new form for new report type

In each meeting with the primary users, I have collected the key points that would improve the users’ time spent on the report. As you see from from the images, that top is the data that what the user needs and the bottom image shows the out come for the report.