Research Phase
Key findings from field research
Research Insights Board - Enterprise Operations Key themes from field research with IT teams, network engineers, and IoT technicians. KEY RESEARCH FINDINGS 1. Silos prevent correlation Three separate platforms. No unified view. Problems take hours to surface 2. Mobile-first required Field technicians need phones, not desktops. Blind arrival on-site is norm 3. Context matters most Status alone is useless. Need history. Repeat solutions buried in past tickets 4. Escalation is guesswork No clear ownership across domains. Incidents ping between teams endlessly User Understanding
The field technician persona
User Persona - David, IoT Technician Primary user profile for enterprise operations platform. David Rodriguez IoT Infrastructure Technician, 35, 10+ years in IT operations Works in field, manages IoT gateways + network infrastructure for tier-1 enterprise Primary Goals • Respond to incidents fast, with full context • Avoid repeat problems by learning from history • Get home on time by solving issues cleanly Main Frustrations • Jumping between 3 separate tools to understand one incident • No correlation: IT says OK, Network says OK, IoT fails anyway • Pulling up old tickets to remember similar problems Success measure: "I can acknowledge an alert and arrive on-site with full context in 5 minutes." Empathy & Context
How technicians think and feel
Empathy Map - David's Experience What David says, thinks, does, and feels when managing incidents. EMPATHY MAP: David, IoT Technician Says "I need to see what's actually broken before I arrive on-site." Thinks "Is this an IT problem, network issue, or something in IoT?" Does Opens alert, pulls up 3 different tools, pieces together story Feels Frustrated by hidden complexity, pressure to resolve fast Pain Points Context switching between platforms costs mental energy and time. No historical context available on mobile. Escalation path unclear. Fear of missing critical correlation. Repeats same troubleshooting steps because knowledge from past incidents is lost. Information Architecture
Organizing complexity for clarity
Information Architecture - Unified Operations Platform Three-domain model unified under real-time status, incident management, and correlation. INFORMATION ARCHITECTURE Three domains. One source of truth. Unified decision-making. UNIFIED STATUS VIEW Real-time health across IT, Network, IoT with business-impact weighting IT Domain Apps, databases, virtual infrastructure Network Domain Switches, routers, connectivity IoT Domain Gateways, sensors, devices Supporting Functions • Incident Management: Create, assign, escalate tickets with full context • Correlation Engine: Surface cross-domain root causes automatically • Knowledge Base: Historical solutions tied to incident patterns. Collaboration tools for escalation. User Journey Mapping
Understanding the incident response lifecycle
Customer Journey Map - Incident Response Lifecycle Five stages of incident resolution with key moments of truth. INCIDENT RESPONSE LIFECYCLE 1. Alert Notification received 2. Triage Assign to technician 3. Context Prepare before on-site 4. Resolve Fix and verify 5. Close Document Key Moments of Truth Stage 1 (Alert): Technician needs severity + context. Without it, escalation is blind. Stage 2 (Triage): Owner assignment. Without clarity, incidents ping between teams. Stage 3 (Context): History matters. Similar problems solved before? Time to pull that solution. Stage 4 (Resolve): On-site with knowledge. Can verify fix across all three domains simultaneously. Stage 5 (Close): Document solution for knowledge base. Create pattern so team learns. Design System & Components
Building consistency across experiences
Design System - Unified Operations Platform Component library: alert states, status indicators, incident cards, domain patterns. DESIGN SYSTEM COMPONENTS Alert states, status indicators, incident cards, domain color coding Alert Severity States Critical Warning Info Resolved Domain Color Coding IT Domain Applications, Data Network Infrastructure IoT Domain Devices, Sensors Incident Card (Mobile) ⚠ Gateway-003 Network Timeout [CRITICAL] Location: Server Room B-2 | Assigned to: You | Reported: 2 mins ago Similar incident on Nov 3 — resolved by restarting gateway. Solution available. View Details Escalate More options Typography: Headers 12px (bold), Body 9px, Secondary 8px. Spacing: 8px base grid. Touch targets: 40px minimum. Wireframing & Prototyping
Validating the interaction model
Wireframes - Desktop Dashboard and Mobile Flow Low-fidelity layouts for desktop unified dashboard and mobile incident response. DESKTOP: Unified Dashboard MOBILE: Incident Detail Filter by domain | Sort by severity IT (8 alerts) | Network (3) | IoT (5) Health indicators per domain % critical, warning, info [Critical] Gateway timeout IoT | 2 min ago | 3 similar historical solved Unassigned [Warning] Disk usage high IT | 15 min ago | Assigned to Sarah Chen ← Gateway-003 timeout CRITICAL | Reported 2 mins ago IoT Infrastructure | Server Room B-2 Assigned to you now Context from history Similar issue Nov 3: "Restarted gateway," resolved in 10 minutes Start fix Escalate Full IT/Network/IoT status available with one swipe. Technician has all context before arriving on-site. Final User Interface Design
From wireframes to production design
Final UI Design - Unified Operations Dashboard High-fidelity desktop and mobile interfaces with domain color coding and incident context. Unified Operations Dashboard David Rodriguez • On-call DESKTOP VIEW MOBILE VIEW (Incident Detail) Real-time Status Across Domains IT ✓ Healthy Network ! Problem IoT ! Critical [CRITICAL] Gateway-003 Timeout Location: Server Room B-2 | IoT Infrastructure Reported: 2 mins ago | Status: Unassigned | 3 similar incidents ✓ Historical solution available (Nov 3) ✓ Correlation: Network problem upstream Acknowledge Full Detail Escalate ← Back | Gateway-003 Details CRITICAL | IoT Infrastructure Location: Server Room B-2 Reported: 2 minutes ago Network correlation detected upstream Similar problem Nov 3 (solved in 10 min) Previous Solution Restarted gateway power cycle Technician: Sarah Chen | Time: 10 min Status: Resolved | Applied: Copy solution Start Fix Escalate Executive Summary
Executive Summary
Executive Summary - Unified Operations Platform Challenge, solution, and outcome for enterprise operations consolidation. Challenge Three separate monitoring tools. No correlation visibility. Technicians blind until on-site. Mean time to repair stretched. Repeat problems solved twice. Solution Unified dashboard with real-time status across IT, network, and IoT. Mobile-first incident context. Knowledge base integration. Correlation engine. Outcome 100% real-time coverage. 2.4x faster resolution. Mobile deployment in 6 weeks. Technicians arrive with full context. Correlation catches cross-domain issues automatically. Knowledge base reduced repeat troubleshooting. Same team, 5x incident volume.