A successful integration was achieved between UI Builder and set-up manager to enhance the functionality for Honeywell Connected Building’s customer success managers, enabling them to create and manage KPIs effectively within a dashboard system. Despite the challenges of working with global teams and undefined personas, a service blueprint was developed, user flows were mapped, and iterative designs were created to meet the project’s tight deadlines.

Our product team was tasked with integrating UI Builder, a dashboard tool, with set-up manager to support our Honeywell Connected Building business partner. The primary goal was to enable customer success managers to build dashboards from predefined layouts and add KPI tiles. This integration was crucial for providing a seamless user experience, as KPIs, defined as metrics attached to specific goals, were created in a different application managed by a team in a different hemisphere. Despite the challenges of working with global teams and undefined personas, a service blueprint was developed, user flows were mapped, and iterative designs were created to meet the project’s tight deadlines.

System Disparity: Integrating two distinct and complex systems, UI Builder and set-up manager.

Global Team Coordination: Collaborating with a global team, particularly the KPI creation team based in Sydney.

Undefined Personas: Initial lack of validated personas for customer success managers, leading to potential gaps in understanding user needs.

Tight Deadlines: Working with limited requirements and a strict delivery schedule without the opportunity for formal usability testing.

Service Blueprint Development: We created a basic service blueprint to understand the workflow of a customer success manager working with their customers to build and add KPI tiles to a dashboard. This was essential to grasp the user interactions and requirements for the integration.

Research and Mapping: Collaborated with researchers to better understand the role of customer success managers. We also mapped all relevant objects within the system to identify key user flows for both UI Builder and set-up manager.

User Flow Definition: Defined the entire workflow for both applications and focused specifically on the user flows our team was responsible for, ensuring a seamless integration.

Iterative Design: With limited information and differing sprint schedules of global teams, we made educated assumptions to create and iterate on several design versions. These designs focused on enabling customer success managers to create dashboards from predefined layouts.

The integration involved designing a framework that allowed customer success managers to easily build dashboards and add KPI tiles from predefined layouts. Despite the lack of time for formal usability testing, feedback from design and development teams was incorporated to refine the functionality. This project also led to a larger service blueprint initiative and a formal usability test for the dashboard builder tool, ensuring a comprehensive understanding of user needs and improving overall usability.

The project is still under development, but significant strides have been made in integrating UI Builder with set-up manager. The collaborative effort across global teams, despite the challenges, resulted in a practical solution to meet the immediate needs of Honeywell Connected Building’s customer success managers. This initiative laid the groundwork for future improvements in user experience and system integration.