INFORMATION ARCHITECTURE
Studying the digital service business of Bosch GmbH of Building Technologies with the purpose of redesigning the customer experience and the portal overall. It started with me learning the existing journey and identifying the loose spots to consider while designing a concept. After gathering proper information, I designed 'Information architecture' for different journeys for the services.
Some of the journeys are illustrated below:
WORKSHOP (DESIGN THINKING)
As a next step of the process to improve the digital journey two workshops were designed. The workshops were conducted in Germany for Europe, Middle east and Africa and in USA for North America and Canada. The workshop was an all day workshop involving many steps following design thinking approach. This helped us vote down at the end to focus on the top 3 ranked digital services for Bosch. The same workshop was conducted in the USA and the resulted were compared and a combined results were documented and send to all the Managers from the regions that were involved in the workshop. This workshop helped to narrow down the services that need to be developed and worked on.
Another workshop I was a part of organisation as well as a participation. It is an annually recurring UX workshop in the company. This had the top 50 listed services categorised into 4 parts - People, Strategy, Process and Places. Groups were formed in these categories and the workshop started with brainstorming (How might we...?) the most important problems the team need to focus on solving for the day. The next steps was to plot it on the graph - How... Now... wow... Further, discussing the results and voting to identify the top 3 problems and solutions that are best suited for the company. Using Elevation Pitch template to get the idea documented. The last step involved all the participants to present their final ideas with a question and answer to challenge the ideas. Last but not least a voting was done to choose top 3 ideas out of the gathered 9 ideas and creating teams who would like to be part of getting these idea a reality. The workshop ended with documentation and sending it to all the participants.
REMOTE PORTAL
Another department in the company approached with a project to redesign certain aspects of the website (UI) with the idea of keeping users at the center of the solutions. My tasks starts with redesigning the icons for the website (all different products). Next tasks were to study the existing page and propose new design which helps the users in both function and aesthetics.
Furthermore, the product manger wanted to launch two more new services for the same website. I was asked to make design proposals based on the requirements. I studied the service, its requirements and made few design proposals for the department.
Due to the company policy, no more information can be revealed. Please check few examples of many UI interfaces and service design proposals I made for the company.
BOSCH INTRANET WEBSITE
Another project I was responsible for is to redesign the internal website for the UX department from scratch. The process involved studying the existing content and website and identifying the areas which need more focus.
As a next step, I did user research within the company to get the right information. A questionnaire was drafted and many users from different departments of the company were approached and a meeting was set with each and every participant separately. After the meeting a board was used to document the insights from the interview. All the information of the users were observed and documented. This qualitative research helped to get the right areas where users have their pains on the UX website.
After identifying the key take away from the user research, the next step was to make wireframe concepts. These concepts were discussed with my department head and there were iterations which were then finalised for the final step of execution.
The concept was to make the website as simple and straight forward as possible. The summary of the user research was that users know the content and don't like to be thrown away with texts and content. The main purpose of the website for the users is to get the 'tools and templates' which are usually used in a UX process and Design thinking workshops along all the different phases.
To execute, I wrote the code (HTML and CSS) and made constant iterations required for the final deployment.
CHATBOT DESIGN
As a two day workshop in the company, 'COGNOGY AI' tool was introduced which is usually used to design and deploy on any website. The initial preparation involved in forming a team with a use case of the company where the 'chatbot' would be useful.
In the workshop a flow chart was designed which helped to plan out the steps of the chatbot and also divide the work among the team. This was very important to have a guideline and have same design flow within a team. After the development in parts the final step involved in combining all the flows together and test. The bugs found with many prototype tests done were identified and resolved right away.
This experience was very helpful to work in a team, work on the proper use case for the benefit of the company, keeping users at the center of the solution, learn new tool and design to execute the solution.
Please find the flow chart and a video showcasing an example of one of the flow:
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