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Power Transformation Experience Goals

Collecting, synthesizing, and transforming large quantities of complex client and partner data into actionable insights that will drive fundamental changes in the IBM Power business.
2022-2023

About the project


My role
UX Researcher
When
Q3 2022 - Q1 2023
Collaborators
Power Design Team, working closest with Felix Portnoy, Erica Albert, Anu Kandimalla, and Ramse Dickey

Skills
UX Research
Workshop facilitation
Data synthesis
Presenting
Collaboration



About the Power Transformation

In mid 2022, IBM Power embarked on a business unit—wide transformation to become more user centric. 

The Power Design Team was tasked with delivering 3 Power-wide client experience goals crafted from quality users insights that will transform the IBM Power business. These goals would be used to align our teams around delivering on critical client needs.


My Impact


💥 31 customer companies engaged

via interviews, surveys, and workshops

💥 328 total need statements generated


💥 7 Power-wide client experience goals created & validated


💥 4 executive playbacks delivered


“Thank you for including the voice of the customer.”

- Research participant, Systems Engineer at customer company



Method & process

⓵ Collect data from clients and partners across 4* pillars: Power Core Business, Industry Modernization, SAP HANA, and Everything as a Service (XaaS) via a variety of user research methods including interviews, workshops, and surveys.
* I contributed directly to 2 pillars (Power Core Business and Industry Modernization)

② Converge insights from across all four pillars to differentiate between Power-wide needs and pillar specific needs.

③ Create a set of Power-wide client experience goals based on the user pain points, needs, and ideas from all pillars.

④ Validate and prioritize goals importance to users via survey research with clients, partners, and SMEs.



Collecting the customer data


Core Business Pillar

Through 3 deisgn thinking workshops with 31 users from customer companies, business partners, and ISVs (IT admin & IT decision maker personas), we uncoverd 317 pain points and articulated 23 need statements.

Banking & Industry Modernization Pillar
Created journey maps for 5 personas (Application developers, IT Decision Markers, IT Admin, Business Partners, Enterprise Architect) to identify potential friction areas. Validated users’ experiences through structured one-on-one interviews.



Data Synthesis

Collaborated with the researchers from the other pillars to consolidated data and conduct thematic analysis of all insights. Converged insights into a set of client experiences goals to improve the Power platform.



Sanity check: prioritization with clients

We did all this work to define goas we think will result in meaningful platform improvements for users...but what do our users think of these goals? We surveyed our end users, business partners, and SMEs who work closely with clients to find out.

Research questions
- Do these goals resonate with and accurately express the experiences of our users and partners?
- Do these goals resonate with and accurately express the experiences our users and partners want to have?
- Which goals are the highest prioritized by customer, BP, and ISV segments? 
- D
o the prioritized item ranking different between end users, BPs, and IBM SME respondents?

Dashboard of survey insights built in Excel

Research findings
Top ranked goal #1: Industry Standard Experiences
- 84% of respondents agreed or strongly agreed that the pain points and needs described in the storyboard represent my experience or my clients' experience. (n=58)

Top ranked goal #2: Access to Hardware
- 78% of respondents agreed or strongly agreed that the pain points and needs described in the storyboard represent my experience or my clients' experience. (n=58)

Top ranked goal #3: Value Proposition
- 84% of respondents agreed or strongly agreed that the pain points and needs described in the storyboard represent my experience or my clients' experience. (n=58)
 


Putting research insights to work

The client experiences goals, along with their supporting data and storyboards, were delivered to the Power executive team to inform their roadmap and prioritization. Squads were assigned to each of the goals to deliver on the user needs.

Sample slides from executive presentation


Awards

🏅 Awarded the 1Q23 Client & Partner Success Award
“These individuals are recognized for their continued dedication to the success of our clients and IBM Power.” - Ken King General Manager, IBM Power

Thank you for viewing✨


Let’s stay in touch—please reach out via email if you’d like to discuss working together. I’m also open to new friends, music recommendations, and coffee chats!


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© EMMA ROSE SYCKS 2023