Product Vision: Intralinks Admin Portal

• Understand current Admin roles and identify user types through internal stakeholder and external customer interviews • Understand current client journey of procuring, implementing and managing an Intralinks solution • Identify pain points and areas for opportunity to improve customer experience • Provide a tool to help inform the product roadmap for VIA Admin functionality • Vision artifacts: user journeys, task analysis, high level wireframes & data visualization

This Vision project was motivated out of feedback from customers that they cannot view and manage how they consume Intralinks services.

Business Problem:

Admins want:

• Visibility into their system usage (ex: What users have access to what Business Groups?)

• The ability to manage their accounts proactively (ex: Set inactivity rules toexpire access)

• Access to billing details in a clear and readily understood format

Organizations want:

• Access to billing details in a clear and simple format

• Access to audit reports to monitor collaboration activity

• Self-service controls to manage permissions and access rights

Mind Map

Whiteboard: Initial Customer Journey

Customer Journey (from initial research, procurement, through integration, management and renewal)

This was the primary artifact that I crafted for this project. Based on our design sessions and user research findings, I wanted to create a comprehensive view of the customer journey. I identified the user types and major tasks along their journey and then categorized those tasks to identify themes and phases along the journey lifecycle.

From the research findings, I identified the success factors and hindrances that appeared at each phase. Leveraging the "hindrances" feedback, I began to identify opportunities for improvement...not just within our software, but also for some of Intralinks' business processes.

Demo Slide Deck

My contributions include:

• Identified the major themes of the project (pg 16, 17)

• Identified the user types (page 20)

• Created the scenarios that would best illustrate the major themes and make the conceptual wireframes shine. (pg 21-32)

• Slides 36-39 feature concepts that I designed for a separate project (Users & Groups) that had not yet been implemented due to lack of development bandwidth.

Collaboration Team

ALL: Design session collaboration, project scope, secondary research

Product Manager: Chris Rich

UX Research: Kevin Markgren (customer and internal SME interview, secondary research)

UX Design: Joanna Kleinschmidt (conceptual wireframes, presentation deck)

UX Design: Amberlee Chaussee (Customer Journey, presentation deck)

UX Design: Jeanne Harran: (Mind Map)

UX Design: Noah Radding