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Cloud Storage System

A file sharing system on the cloud. (2016)

Overview
Role
Skills

Project Owner

UX Designer

Communication

Design Thinking

Problem Solving

Project Management

Amazon Web Service EC2, RDS, S3

The client is a real estate company that wanted to revamp their way of managing cases. The existing flow is by email communication between agents and relative departments, which has created redundancy and time-consuming problems. That is why the owner wants a more efficient way to share data and to create faster communication. Therefore, I have chosen a file-sharing software from a third-party and have established it on the AWS, which best fit the company needs. I have also designed a system for them to perform the day to day tasks and processes.

Challenge

Because agents have their own working habits, the most challenging part is for them to change their routine and adapt to the new system. Hence, I spent the majority of my time shadowing agents and analyzing their workflow. My main job here is to work as a bridge connecting the users and the new procedure.

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Reflection

Most have questioned, they are good at what they are doing now, why do they need to switch to this new system? I believe they did not see the big picture of how the changes can help the entire flow. It is my job as a Project Owner and the UX Designer to convince the end users and hold their hands to walk through the pain.

In the process, I have found that it is important to get the users engaged. I asked for their opinions about the workflow, and their feedbacks in order to lower the learning curve. Getting them involved and having them recognized the direction of the project from the early stage can help to build a better connection between the end users and the new system.

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Design Process

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Users’ Interviews and Owner’s Approval​​

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After a few discussions with the company owner, we both agreed on the core features and establishing the software on the Amazon Web Service (AWS). Before diving into the implementation, I scheduled several short interviews to ensure the owner’s perspective is aligned with the end users’.

Out of my expectations, most of the agents were passive to change and even tried to avoid it from happening. I realized the reason why they are so reluctant to the changes is that the end users are not tech savvy and afraid of the new system may slow down their working progress. Thus, I explained how much time can be saved from their daily operations with the new system. Eventually, they have opened their hearts and agreed to try.

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Persona

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Based on the research found in the user interviews, a persona was created, called Emily Lee. This persona helped me keep on track of the end users’ point of view while making any decisions.​​

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Persona.png

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Analyzation of Existing Case Procedure

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According to Figure 1 and Figure 2, the drawbacks of using email communications are :
 

  • Pending time

  • Difficulty in controlling the case status

  • The inefficiency of storing documents, which may also result in missing files

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The key actions are as follows:

  1. Review cases

  2. Message a specific group of agents

  3. Share house information lists

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Existing Case Process

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Figure 2: Original Flow Action 2 & 3

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Figure 3: Workflow Overview

Figure 1: Original Flow Action 1

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After shadowing the end users, below is the summarization of their key actions. (Figure 3).

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The key actions are as follows:

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  1. Review Cases

  2. Message a specific group of agents

  3. Share house listings

 

 

Research and Choice Making

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Why move to a cloud?

Although working on a cloud service requires an initial establishment and monthly usage fee, the cloud is yet the most effective solution to their existing problems. Because the owner doesn’t have to maintain a server onsite, and cloud service is actually much accessible and the bandwidth can be easily expanded according to the company’s needs.

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Why a new software?

With the new software, the user interface is user-friendly, the file management is more structured, and it also eliminates the chance to have unnecessary copies. all files are stored in one place, so the company owner can view all the cases at any time.

 

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Implementation

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With end users’ feedback, I reduced the change on current workflow to focus on enhancing the file management and file sharing process. See Figure 4 and Figure 5 in comparison to Figure 1 and Figure 2.

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Figure 4: New Flow Action 1

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Figure 5: New Flow Action 2 & 3

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Figure 1: Original Flow Action 1

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Figure 2: Original Flow Action 2 & 3

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GR Comparison.png

To Summarize

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The strengths of implementing this project:

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  1. Reduce uploading/downloading duplicate copies

  2. Group can be set and reused

  3. All files are categorized when uploaded

  4. Authorization can be assigned individually to prevent information leak

  5. Upper management can broadcast information

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Here is a prototype to demonstrate the new working system.

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