OnSolve
Identifying and responding to risks–in real time
Overview
OnSolve is one of the leading companies with a focus on Critical Event Management. If you've received push notifications on your phone such as, AMBER Alerts, Covid alerts, earthquake or tsunami warnings, there's a good chance it's powered by the OnSolve platform. They're know for not only serving state and local governments like FEMA, but also large businesses organizations including NASA, Pepsi, Lockheed Martin, Nasdaq and many others.
The Challenge
When I joined OnSolve as Sr UX/UI Designer, the company had 4 separate products along with different interfaces and user experiences.. These tools had significant feature overlap, and part of my job was to build an integrated, intuitive and scalable design for Onsolve's customers. (GSOC - Global Security Operations Center professionals.) I led a group that included myself and two junior UX/UI designers.
Top project and product requirements
- Combine all products & features under one integrated experience & interface
- Ensure customers can identify all active incidents at-a-glance using the the redesigned risk intelligence dashboard.
- Ensure customers can quickly activate crisis response teams and collaborate via the newly integrated tools
- Define and manage the new OnSolve design system
- Improve customer satisfaction scores
- Increase new customer acquisitions
The Work
Explorations
I led the designers in explorations of information architecture, iconography, colors and how to progressively display information and next-best-actions.
Design, test & iterate
The team worked in two week sprints for each feature. Within that timeframe, I would:
- Create initial feature designs
- Get internal stakeholder approval
- Build high-fidelity wireframes as well as an interactive prototype
- Perform user testing with our customers
- Incorporate feedback
- Add design components to the larger OnSolve design system
With so many layers of potential information to visualize;
progressive disclosure was key...
The Results
Quantitative and qualitative
- Number of new clients almost doubled after the new UX/UI experiences was implemented
- Customer satisfaction rose by almost 30%
- 2 billion alerts sent annually
- Garnered multiple security industry awards
