PagerDuty – OMS Operations Management System
THE CHALLENGE
Headquartered in San Francisco, PagerDuty is a cloud computing company that produces a SaaS incident response platform for IT departments. Its platform is designed to alert clients to disruptions and outages through machine learning, automation, analytics and data visualization. PagerDuty did have industry leading analytics that could provide dependable and detailed data to its clients.
They did not have a fully effective means of sorting and presenting that data in a meaningful way.
My objective was to create a user-friendly system that could provide dependable, client specific data points used for alerts, reviewing organizational health, operational trends, and predicting events that could cause statistically measurable impact to an organization.
APPROACH & DELIVERABLES:
When I was brought onboard for this project, a number of valuable new data sets and features had been developed by PagerDuty’s team of Data Scientists although a very unusable and crude system was still in place.
My task was to redesign PagerDuty’s OMS Analytics dashboard and system to optimize data value to clients, assure that the new designs were compatible with existing architecture by working closely with the development team, and to improve the overall client-user experience.
RESEARCH & CONTEXT STUDY:
While their ability to mine unique data is taking PagerDuty in the right strategic direction, the company is under-invested in how that content is visualized, understood and applied by their clients and new partner contracts.
The data market is showing rapid growth and demand for targeted organizational and employee data. Not surprisingly, the ability to show the impact of past events and the ability to apply predictive analysis to future events are key drivers.
USER PAIN POINTS:
While their ability to mine unique data is taking PagerDuty in the right strategic direction, the company is under-invested in how that content is visualized, understood and applied by their clients and new partner contracts.
The data market is showing rapid growth and demand for targeted organizational and employee data. Not surprisingly, the ability to show the impact of past events and the ability to apply predictive analysis to future events are key drivers.
– Complex User Experience
– User aversion to Conducting Manual Calculations
– Inability to sort and order in personal preference
– Random ability to view data by day, week or month
– No ranking for peer groups within organization
– Dashboard that’s really not a dashboard
– Lack of descriptive content explaining data logic
– Varying data presentation for organization, business units, teams and individuals
