muralidhar thimmareddy -...

Muralidhar ThimmareddyUI/UX Portfolio

About me

Project planning, create flowcharts, user persona, competitive analysis, pre-discovery mock-ups, wire-frames and prototyping, application design.

Enhancement of navigation and value adds to the existing service line tools workflow management systems, console applications, and enterprise level control panels, etc.

Interactive Proactive Creative

Exceptional communication, presentation, people management, mentoring and interpersonal skills. Extensive experience in serving internal and external clients.

People friendly and good coach, facilitated monthly workshops and war rooms to help the team to inculcate creative thought process.

Think in and out of box abilities to work on concept to creation solutions and publish the art to print and digital media.

Customer focused and pays attention to detail. Art direction and designing of communication material including Brochures, Flyers, Reports, Proposals, PPTs, User Interfaces, videos, WBTs, motion graphics, storyboarding, etc.

A creative professional with over 22 years’ of cross-functional experience in the areas of Conceptualization, Marketing plans, User Interface/Web Design, Printing and allied processes.

Promoted as Senior Design Specialist and responsible for

• User interaction and experience designs for internal enterprise-level control panel applications.

• Get to know the user, work with Product Management and subject matter experts

• Contextual inquiry, concept design, Competitive analysis, surveying, wire framing, user scenarios, video editing, graphic design, etc.

Promoted as Design lead and responsible for

• Support to high Priority Accounts like Communications Resource Center, Marketing COE, National Risk and strategic groups

• Discussion with priority accounts manager, SMEs and technical team.

• Planning and allocation of work to respective teams and work within the team for best user experience deliverables.

April 30, 2015 Last working day with Deloitte to start a new journey.

Joined Deloitte on September 2005 as a Design Analyst responsible for analyzing the user interface requirements and creating visual elements for internal tools

2005

2007

2009

My journey with Deloitte

My journey with

2015

10 years

My specialization

Good looking isn’t enough without its functionality and end user experience!

To be successful, the design of how a user interacts with a system has to be considered.

Having ability of lateral thinking right from the conceptual level, I specialize in Interaction Design – understanding user tasks/needs, the environment in which a product will be used.

What I’m good at…

Designing simple UI solutions for complex problems like SL workflow application, where UI was minimized and progressive disclosure was key

Design of complex domains, where a lot of information and options needs to be presented to the user

Design of “systems” where multiple services, applications and devices work together to provide capabilities not achievable otherwise

Collaborating with Product Marketing, Visual Designers, Usability Researchers and Engineers to deliver outstanding products

Communicating with stakeholders and decision makers

My approach

As a designer, I strive to . . . Understand users and their requirements Find ways users can do “great things” effortlessly enjoyable Design products that work well and delight the user maintaining the functionality and

aesthetics

Methods

How I do this Get to know the user, work with Product

Management and subject matter experts Discover their tasks, wants, needs, current

problems Look at any competing products

Getting real Design, prototype, test design concepts Refine and repeat Spec the design Work with product development and QA teams

to refine until final completion stage

Product management

What’s value add?

EngineeringWhat’s

buildable?

User experienceWhat’s usable and desirable?

Optimal product

Understanding our users

Simplicity is Key Many of our users are not technical, don’t use

computers often - so keep it simple! Has to be easier to use than an ATM! Easy to find desired information quickly

SL workflow applicationProject life cycle challenges

Concept level solution

Specialists login to schedulers to review the day schedule and login

Customers submit projects through Service Desk (vendor developed tool)

Coordinators slot requests to specialists through internal scheduling tool

Logs in to SD to pick up the project for instructions in the order they are scheduled

Reviews the project folder on the server for submitted documents and reviews the files if they have all that needed to initiate the request

Process the request and saves the final file in the project folder. Routes the work request form for customer’s review and update the scheduler status as completed

1

2 3 4

5

Current situation

Challenges

Coordinator Lag time from coordinator stage to respective queues in setting up and slotting the request to

specialists. Need to update multiple tools on a single request

Specialist Drain time of ~30 minutes on ever iteration project. High turnaround time due to multiple tools and

steps in picking up even a simpler project. Day-to-day task for specialists leading to frustration who process 3-4 requests a day on an average

Customer Unhappy for high turnaround time during the tax filing dates

Management Losing customers due to complex workflow system. Hitting the customer satisfaction. Revenue drops.

Management to keep track of multiple tools to monitor capacity vs. manpower and hence poor scope for planning.

My redesign solution

Simplified the interface to have all primary operations in a single screen All human to computer interactions through single user interface All secondary and tertiary operations pushed to different tab Easy to check schedule, review the project requirement and files

Phases and iterations The project took a successful phase after 6-7 iterations due to

technical challenges; and changes/rejections from stakeholders.

First look

Get system up quickly -reduce user frustration and lag time increasing the efficiency of job processing

Calendar view

An alternative view

Get system up quickly -reduce user frustration and lag time increasing the efficiency of job processing

Timeline view

Work request form

Screen after picking up the request to review instructions, open files, upload final files. Option to add notes and route the request to customer review.

Real-time dashboard

Capacity versus Manpower availability

Purpose

The real-time dashboard’s purpose is to provide a quick snapshot of production status for different roles. The different views are useful for leadership, supervisors, and coordinators in their various tasks or for simple oversight of Qs. Data is compiled from different sources, analyzed, and summarized in these views. Information assessment and decision making tasks are easier and quicker because of these.

Capacity summary

Capacity Summary view graphically represents the resource availability for different roles. Data is collected from a resource management scheduler module and breakup of free man hours, booked man hours, project segmentation of the booked man hours, etc., is shown. Time interval for which the data is shown can be specified by the user.

Coordinators job spread

Coordination job spread shows the job summary from a project management perspective. It mainly represents total jobs submitted by customer, jobs being processed by a coordinator, job segmented by services, task allocation for coordinators, jobs segmented by service requested, coordinator requirement for the number of jobs submitted, etc.

Capacity hourly view

Capacity hourly view is the representation of total resource availability in each hour from now and also size of each available pocket, pocket available from, and start and end times of the pocket. Time interval for which the data is shown can be specified by the user. All of this has also been shown as a line chart in the next view.

Coordinators queue

Coordination Category wise view is the representation of the job spread in the coordination Q, both picked up and waiting to be picked by a coordinator. Jobs submitted by the customer comes into the coordination Q. Category 3 means jobs that have a deadline within 4 hours.

Coordinators: Category 4

Category 4 means jobs that have a deadline greater than or equal to 4 hours.

DS Express queues view

DS Categories 1&2 (DS Express) view shows submitted through the Express channel and the resources managing this channel. These have a quick turnaround (usually under 90 minutes) and submitted directly by customer. Some jobs requiring production time of less than 90 min are also directed to this channel by coordinators.

Currently there are no projects waiting in the express queue to be processed

DS projects

All other jobs are shown under the Categories 3&4 view under two statuses – in progress and waiting to be picked up.

AsseTrakSys Application

Enabling Total Asset Control in Oil & Gas Industry

AsseTrakSys

AsseTracSys is an application designed and developed for Oil & Gas industry to gain full control of all assets. Total asset control is the vision and goal of the application that provides the world's best drill string lifecycle management system. This app is a flexible hardware and software solution for asset management utilizing RFID technology, designed for the Oil & Gas industry and other harsh environments. It enables utilization of available resources and thus increased costs.

Problem Statement

Asset Tracking for Oil and gas companies have the tough task of tracking expensive assets always on the move. First, your site has to be safe and secure for the workers cover long shifts, often in dangerous environments. Next, the job has to be on time and on budget. Otherwise, the higher ups, and even the government, can get involved, making your job even harder than it already is. A proper asset management system can help you handle the struggles of the drilling and refining process.

The Solution

AsseTracSys is an application designed and developed for Oil & Gas industry to gain full control of all assets. Total asset control is the vision and goal of the application that provides the world's best drill string lifecycle management system. This app is a flexible hardware and software solution for asset management utilizing RFID technology, designed for the Oil & Gas industry and other harsh environments.

It enables utilization of available resources and thus increased costs.

My role

As a Consultant I was engaged and led the project to a successful phase of completion.

Understanding the requirements from Engineers, Asset Management Staff, and stakeholders to exceed the expectations.

Conducting focus group meetings, product and user research, brainstorming, wireframes, mockups and visual designing were other responsibilities in this engagement.

Design Methodology

The Design Process

Snapshot of Design Prototype

Conceptual Level Design Solution Physician Dashboard

Prelude

I am pleased to present conceptual design and initial draft of mock up screens of Physician Dashboard. This document describes the proposed approach and is based on the following pointers: Challenges with the existing system

Objectives and purpose of the new system

By end of this presentation the end user will be in a position to understand the user flow of the concept and design to evaluate the gaps that can be fixed in the next steps.

Current situation

Challenges Patients have to wait a lot which is

not a good experience Physician cannot effectively plan their

visiting time/ days effectively to balance the patient load across working days It is difficult to track patient history

and treatment. If physician gets an emergency either

appointments need to be rescheduled or canceled

Objectives Physician should be able to: See patient schedule View a patient summary and details

about health, vitals, existing disease, treatments, medicines prescribed, current complaints Ability to see reports He should be able to log the patient

compliant and write prescription

Defining personas Cast of characters

Dr. Arthur Gonzales Internal Medicine Physician

Tenure in current role: 9 years

Amy Kay Front office Admin

Tenure in current role: 1 year 4 months

Bob Crain Senior Manager – Offshore Delivery

Tenure in current role: 3 years

Dr. Arthur Gonzales Family Medicine | Tenure in practice: 9 years

Dr. Arthur Gonzales graduated from the University of Virginia Medical School 2006. He works in Medical Center and specializes in Family Medicine. His mission is to enhance the health and wellness of the community and serve by providing excellent healthcare with compassion, respect and dignity throughout all stages of life

I want to view the list of all patients, I am

scheduled for today.

I want to know if the patient is new

or existing.

I want to know quick summary on the

purpose of patient’s visit.

As a physician, I come across with emergency

situations often, where my presence is very crucial and

I need to cancel all the scheduled appointments.

I should be able to view a patient summary and details about health, vitals, existing

disease, treatments, medicines prescribed, current complaints

Bob Crain (Patient) Senior Manager – Product Delivery

Bob Crain, is a senior manager with a multi-national software development firm based in Virginia. Bob is a busy professional scheduled with meetings, negotiations, decisions to make, oversee the teams progress on assigned tasks and answerable to the higher leadership. He manages his schedules well however he hardly has time for himself.

I want to visit a doctor for regular check-up. My

schedule is busy and I need to take an appointment early

next week.

Proposed high level process flow

•Physician can see the list of patients’ appointments and his other meetings for the day •Reviews the brief summary of patient’s purpose for the visit •Physician has access to patient’s previous health history, vitals, reports and medicines used

No

• In telephonic and walk-ins scenarios, admin collects the information and health records. •Creates a registration (if new) and allots time slots to patient. •Enters a preface on purpose of visit for physician’s reference.

Bob Crain (Patient)

Phone

Walk-Ins

Web/Mobile App

Amy Kay Front Office Admin and Interface

Dr. Arthur Gonzales Physician

Dashboard

Physician on Emergency?

Yes

•When physician has to go on emergency, the system allows to route all the appointments to other doctors available in the POD. (with the assistance of Admin).

•Physician schedule remains intact as originally scheduled.

Physician Dashboard Mock up screens

Go

Search Patient Physician

Dashboard Route Schedule Dashboard

Log in

Login to Dashboard

Username

Password ************

Remember me Forgot Password?

Arthur Gonzales



My Recent Activities Activity Type Patient Name Date/Time Monthly Review Laura Florance 06/10/2016 05:17 PM

Prescription David Miller 06/10/2016 03:40 PM

Report Summary John Abraham 06/10/2016 11:51 AM

Examination Macy Kristin 06/10/2016 09:55 AM

June 12 − 18, 2016

MONTH WEEK DAY

Monday 11/2

Sun Mon Tue Wed Thu Fri Sat 06/12 06/13 06/14 06/15 06/16 06/17 06/17

08am

Personal Time Off

Surgery 09am

10am Surgery Call

11am POD Meeting

12pm Lunch Break

Lunch Break

Lunch Break

Lunch Break

01pm

02pm

All Hands Meet 03pm Review

Call

04pm

05pm

Scheduled Appointments (12 Patients)

8:00 am Anton Manuel Having burning sensation in stomach for past 4 days. Visiting Doctor for first time.

8:30 am Mary Ellis Continuous cough and severe cold. Heavy head aches….

9:00 am Evan Alistiar Running fever for couple of days and body aches.

9:30 am Bob Crain Had a fall on a slippery floor and painful in the Right hand elbow. Able to lift the hand though

10:00 am Adrita Pago Stomach ache and vomiting from yesterday.

11:30 am Julie Salzburg Continuous cough and severe cold. Heavy head aches….

01:00 pm Pinky N Nevaeh Severe back ache comes as a shock that runs from lower waist to the neck

01:30 pm Bob Crain Monthly general check up

June 13, 2016 | 07:55 am CST Good Morning Dr. Arthur Gonzales.

Meetings & Calls (3) Here is your schedule for today.







June 12 − 18, 2016

MONTH WEEK DAY

Monday 11/2


08am

Personal Time Off

Surgery 09am

10am Surgery Call

11am POD Meeting

12pm Lunch Break

Lunch Break

Lunch Break

Lunch Break

01pm

02pm


Call

04pm

05pm












Profile

Password

Settings

Sign Out



My Recent Meetings Meeting Type Agenda Date/Time Video Conference Patient’s treatment 06/10/2016 8:00 am to 9:00 am

Telephonic conversation David Miller 06/10/2016 03:40 PM

In-person Meeting John Abraham 06/10/2016 11:51 AM

June 12 − 18, 2016

MONTH WEEK DAY

Monday 11/2


08am

Personal Time Off

Surgery 09am

10am Surgery Call

11am POD Meeting

12pm Lunch Break

Lunch Break

Lunch Break

Lunch Break

01pm

02pm

All Hands Meet 03pm Video Conf.

Call

04pm

05pm




11:00 am POD Meeting Discuss and conclude schedules for next month 1 hour duration

05:00 pm Video Conference To discuss a patient’s treatment and next steps 30 min duration

5:30 pm Telephonic conversation with patient To understand the health condition and read out the diagnosis reports 30 min duration



Summary

Internal Public

Prescription

Reset Save

Medicines Prescribed

Vital Reports

Medical History

Medicine Type Dosage Frequency Course

Glycirite Tablet 500 mg Thrice daily after BF/Lunch/Dinner 10days

Patient Information

First/Last Name

Gender

DOB

Last Review Date

Next Review

Previous Reviews

01/08/2016 11:30:00 am

06/24/2016 01:30:00 pm

Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis

Diagnosis required

Address

4028 DEEN RD, FT WORTH, TEXAS

USA 76106

Address and Contacts

Contacts

555-444-5321

555-236-6699

[email protected]

Home Phone

Mobile

Email


Age 36

Purpose Date/Time Severe Headache 01/08/2016 11:30 am

Fever, Cold and Cough 12/03/2015 03:30 pm

Bruise on the right leg 06/10/2015 08:00 am

Blood Reports 12/03/2015 03:30 pm

X-Ray 06/10/2015 08:00 am Right knee diagnosis

06/10/2015 08:00 am Patient was suffering from severe pain in the right knee due to a slide down on a

12/03/2015 03:30 pm Patient was suffering from Fever, Cold, Cough and running headache

01/08/2016 11:30 am Patient was suffering from severe Headache

CT Scan 01/08/2016 11:30 am Patient suffering from Severe Headache for 4 days

Reset Save

Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis. Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis

Mary Ellis

Female

January 15, 1980

Presenter

Presentation Notes

Asset Page with Address and Contacts



Summary

Internal Public

Prescription

Reset Save

Medicines Prescribed

Vital Reports

Medical History

Patient Information

First/Last Name

Gender

DOB

Last Review Date

Next Review

Previous Reviews

Not Available

06/24/2016 01:30:00 pm

Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis

Diagnosis required

Address

4028 DEEN RD, FT WORTH, TEXAS

USA 76106

Address and Contacts

Contacts

555-444-5321

555-236-6699

[email protected]

Home Phone

Mobile

Email


Age 40

No records available

Reset Save

Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis. Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis Patient have complaints of frequent headache. Examined previous vital reports and referred medical history. Prescribed for Diagnosis

Anton Manual

Male

January 15, 1980




Presenter

Presentation Notes

Asset Page with Address and Contacts







June 12 − 18, 2016

MONTH WEEK DAY

Monday 11/2


08am

Personal Time Off

Surgery 09am

10am Surgery Call

11am POD Meeting

12pm Lunch Break

Lunch Break

Lunch Break

Lunch Break

01pm

02pm


Call

04pm

05pm












You request to route all appointments today has been processed.

Front Office Admin will be notified for next steps. Close

Projects at Dell Seibel CRM Call Center Application:

Support Agent module (Delta User Enhancements)

My Dell Mobile App

Seibel CRM Call Center Application (Delta User Enhancements)

Played a catalyst role between Business and Development teams. Analyzed the gaps and identified the need of enhancements and provided simplified solutions.

Responsible for User research and analysis, creating flowcharts, user persona, competitive analysis, mock-ups, wire-frames and prototyping

Current situation and challenges

Gaps in support for tracking work Lack of guidance No multitasking support Collecting data requires

substantial navigation Effort required to build a complete

picture Unexpected field behavior Disjointed dispatch process Repetitive data entry Cross-application task entry

User research and analysis

Recommended solution

Low-Fidelity wireframe mockup of Agent Home Page Clickable prototype of Agent Home Page

Request for PDFs of wireframe and prototype for more details.

My Dell Mobile App

Responsible for creating flowcharts, user persona, competitive analysis, mock-ups, wire-frames and prototyping.

My Dell App: Snapshot

Personalized Dell Services app for Customers to manage support interaction with tech support and to reduce tech support costs. Objectives

Customer spends a lot of time/effort to reach Dell tech support Tech support agents need to react to a customer call instead of supporting a customer Limited Options for cross selling / up selling Call drop while talking to customer, Ghost calls

Background/ current process

First Mobile App by DELL introducing call back feature for services. Enable customers to access knowledge & self service This App will enable us to broaden our horizon and to gain more customer base. Enable field engineers real time support historical data for faster issue resolution Enable feedback/rating from customers

Opportunity

Cross Platform mobile app using HTML5, CSS3 and JavaScript More sophisticated data handling to persist data using WebSQL AJAX requests of getting and setting data on remote servers Integration with mobile scanner Intelligent callback & call routing logic

Methodology & implementation

Decreases Dell tech support costs Increases Customer satisfaction Rapid promotion of product and services across wide audience Increases Revenue through cross/up sell.

Results / benefit

The IVR abyss: IVR system that is annoying and difficult to navigate can make the customer extremely hostile. Placing the customer to a no man’ land after lengthy prompts can irate the customer to the point of hanging up and bringing up the issue to social medias.

Long holding time: There is nothing more frustrating than putting callers on hold. Customers wish to have the call center agents’ undivided attention, and when he/she is being put on hold, the agent is killing the most valuable commodity-time. Social media channels are swarming with distressed customers venting their frustration with holding time.

Agent has inadequate information to resolve queries: Customers normally call, call centers to get answer for queries, resolve issues, ease a complex process, etc. But what if the call center representative is not equipped with the necessary information to handle such a call.

Unlimited Call transfers: Shuffling the customers from one rep to another can end up in a very heated situation. And the only thing worse than being bounced around from one agent to another, is asking the customer to do the bouncing themselves. “We are unable to resolve your query. Kindly call xxx-xxx-xxxx to speak with a representative”

Current challenges

Decreased costs

By having the customer request for call back, the costs for toll free number can be reduced.

Agent with the right skills can contact the customer which will decrease call transfers costs

Business objectives Increase Customer Experience

Reduce Customer call handling time and decrease dell tech support costs

Customer can manage Cases/Dispatches/Products directly from the mobile app.

Customer can provide feedback/rating on the product & Services seamlessly

Costs

Benefits

History and evolution

Current [As-Is] Proposed [To-Be]

Customer

Phone

My Dell App

Web

Dell Tech Support

Customer

Phone

Web

Dell Tech Support

Benefits

Access to knowledge base

enabling self service

Significant decrease in call

volume/ tech support costs

Increase in Revenue

through cross sell / up sell

Enhances customer relationship and

retention

Enable field engineers with historical data

for better service

Integrated benefits

Key factors that add value to business

1 2 3 5 4 7 6

Better customer experience

Save cost by reducing the call volumes

Enable field engineers for better service

Access to knowledge base enabling self service. Key differentiator in the

industry. Dell could be 1st company to introduce in hi-tech

Upsell opportunities

Save lot of tech support hours by

eliminating long waiting calls

My Dell – Mockup screens

Login Screen

Home Screen

More Mobile Apps

Next Gen Pharma Sales Application User Research: Evolution

Next Gen Pharma Sales Application Paper prototypes

Oracle Pharma Sales Next Generation CRM Application Paper Prototypes

Oracle CorporationPrivate and Confidential.

Next Gen Pharma Sales Application Design Ideation

Oracle Pharma Sales Next Generation CRM Application Design ideation








Next Gen Pharma Sales Application Final Design

Oracle Pharma Sales Next Generation CRM Application

Oracle Corporation

Final Design

Private and Confidential.

Enterprise ApplicatonTransportation Management

Oracle Transportation Management


Enterprise Application

Platform: Mobile

Domain: Transportation

Inventory Management



Platform: Mobile

Enterprise ApplicatonInventory Management

Product Lifecycle Management Mobile Application

Oracle Corporation


Platform: iPad


Enterprise ApplicatonProduct Lifecycle Management: IPad


Oracle Corporation


Platform: iPhone

Domain: PLM


Enterprise ApplicatonProduct Lifecycle Management: IPhone


Oracle Corporation

Icon Design

Platform: iPhone

Domain: PLM


Enterprise ApplicatonProduct Lifecycle Management: Iconography

Enterprise ApplicatoneCommerce App: IPhone

Oracle iStore- eCommerce Application

Oracle Corporation


Platform: iPhone

Domain: eCommerce


Other milestone projects

Performance dashboard A dashboard that gives the performance snapshots of all individuals in the team and

helps creating periodic reports for performance evaluation. My contribution in this project was very crucial right from the planning to integration of

all performance metrics at one place.

Australia Commercial Bank: Interactive Training module for employees This Interactive WBT module is developed to keep the users attentive and focus on the

content, through activities and jeopardy games in between. Played an important role right from the discussion stage to the final deliverable.

Storyboarding, creating wireframes, prototypes, were the major responsibilities in the project cycle.

Note: Cannot disclose the client’s name and final screens, due to confidentiality and legal rights.

Thank you

muralidhar thimmareddy -...

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