IBM Power Transformation Research
Defining data-driven client experience goals
Role
Contributions
survey design, workshop & interview faciliatation, data analysis, storyboarding, presentation design
survey design, workshop & interview faciliatation, data analysis, storyboarding, presentation design
Timeline
Status
IBM’s Power business—a family of servers and accompanying IT software products designed for enterprise applications—has been around since the 1980s.
In 2022, the entire Power business unit embarked on a transformation initiative to re-align the business around enterprise clients’ most pressing IT infrastructure needs.
Research objectives
Deliver a set of research-backed client experience goals crafted from quality users insights to drive fundamental changes in the IBM Power business
Outcomes
conducted research with 31 users representing 6 different personas
through workshops, interviews, and surveys with end users and business partners
Delivered and prioritize 7 client experience goals to shape the future of IBM Power
01. Diverge
Divided into 4 pillars—each representing separate customer segments & areas of the Power business—conducting individual research studies exploring the user experiences surrounding IBM Power products.
Methods & tools
- 1:1 moderated interviews
- co-design workshops
- survey research
- defining user personas
02. Converge
Converged insights from across all four pillars to identify Power-wide needs and differentiate pillar-specific needs.
Methods & tools
- design thinking workshops
- affinity mapping
- thematic analysis
- crafting need statements
- as-is journey mapping
03. Ideate
Created a set of Power-wide experience goals based on the user pain points, needs, and ideas from all pillars.
Methods & tools
- affinity mapping
- to-be journey mapping
- storyboarding
04. Evaluate
Tested our hypotheses/“draft goals” with users to understand if we were correctly articulating their needs and evaluated which goals were users’ highest priorities.
Methods & tools
- survey research
- data analysis
- presentation of insights & recommendations
OUTCOME + IMPACT
7 client experience goals delivered, accepted by leadership, and integrated into IBM Power’s business strategy and product roadmaps
31 users
users engaged, representing 6 different personas engaged across workshops and 1:1 interviews328 needs
total user needs identified through user interviews, workshops, and surveys4 playbacks
delivered to IBM executives communicating insights, recommendations, and action items6 new teams
“Power client value driver” teams—comprised of product, development, and design SMEs—formed to execute the experience goalsThank you for viewing!
Over a year later, positive client feedback and increased revenue are showing us that Power is moving in the right direction.
* Due to confidentiality purposes and NDAs, more detailed research results and data cannot be shared.