Tibco
Re-designed the Legacy APP - Business Connect
Business Connect Container Edition is a B2B platform designed to enable secure communication between business partners. It facilitates the transfer of messages and documents, ensuring that sensitive information is exchanged safely and efficiently.
Timeline
From explorations to final designs in 24 weeks
Background
Business Connect is an on-premise enterprise B2B platform that facilitates secure communication and transfer of messages and documents between different business partners and a central host. The application, initially built over 20 years ago, was in dire need of modernization to keep up with current technological standards and user expectations.
I initiated this project alongside a team member and, after establishing a solid foundation, transitioned the project to my team in India for further development. My involvement spanned end-to-end across various phases, working closely with stakeholders, UX researchers, developers, and QA teams.
Initiated the discussion with PM and other stakeholders to go over product requirement/demand. This is the first step towards synthesizing the vision for the product, how it aligns with the overall business goals, and how success (and failure) will be measured. During the Stakeholder discussion and interview we will get to know the challenges that the customer is facing along with user’s pain point or difficulty in accessing and finishing the task in the application.
Technology Modernization
BC is around 20 years old application and is using quite old technology So changing the older technology and UX will help the application.
Intuitive and user-friendly application
his not only helps user in performing and finishing the task with ease but also helps user understand the application and his goals which reduces the customer calls making a smooth end-end process.
More Revenue
Better user experience reducing the work load on user and customer end along with faster and intuitive application gives better revenue in terms of completion task rate and business profits .
User Workshops: Conducted workshops with users to gather qualitative data on their experiences, including positive aspects, pain points, and expectations for future enhancements
Heuristic Evaluation: Carried out a systematic inspection of the user interface, identifying usability issues based on established usability principles.
Competitor Analysis: Analyzed competitors' products to benchmark against industry standards and identify areas where Business Connect could improve.
Complex Installation Process: The installation process was cumbersome and time-consuming, creating a significant barrier to entry for users.
High Volume of Customer Service Calls: The application generated an average of 20-25 calls per day, with users seeking assistance in completing tasks like creating business agreements or setting up partner profiles.
Poor Performance: The legacy system was sluggish, leading to user frustration and inefficiency.
Dependence on Third-Party Tools: Users needed to rely on external tools to view error messages and logs, complicating the troubleshooting process.
Performance of the application has improved significantly with the latest technology.
Calls related to user difficulties in accessing the application with the customer service have been reduced drastically by 18%, allowing customers to focus on assistance-needed problems.
No third-party tool is needed to decode error messages and logs.
It's too early to comment on the product's growth, but the target is at least a 35-40% increase by 2021.
We have reduced the production time and training time of the application as the latest technology and user experience design of the product were easy for the user to understand all tasks and complete them without obstacles.