01. SUMMARY
The Challenge
The client faced challenges with the existing analytics dashboard due to its complex and unintuitive design. Employees struggled to navigate the system and extract meaningful insights from the data, which impacted their ability to make informed decisions and optimize operations. Furthermore, the lack of predictive analytics functionality hindered their ability to forecast future trends, complicating strategic planning and potentially leading to missed opportunities.
The Solution
The client engaged West Monroe to establish a data analytics program to identify and implement automation and visualization (reporting, dashboards, etc.) and predictive insights (propensity models) to better serve customers, increase enrollments in beneficial programs, and improve overall business intelligence.
The Results
• Delivered profitable digital solution contributing to objectives and key results (OKRs) and key performance indicators (KPIs)
• Delivered three dashboard visualizations to empower employees and provide tools to easily access, utilize, and understand customer data.
• Delivered detailed style guide documentation for future infrastructure configuration.
• Work achieved a client NPS score of 9 out of 10.
02. PROJECT DETAILS
Context
This project is protected by a Non-Disclosure Agreement (NDA).
Company
The client is a regional energy provider that provides electric and gas utility service for more than 745,000 customers in six counties across two states.
My Role
Design Lead, Research Lead
Key Deliverables
User Research
Wireframes
Information Architecture
Prototypes
Style Guide
Alpha Release
Timeline
6 weeks
Project Overview
03. DISCOVERY
Understand the Ask
The client specifically requested improved usability, so I focused on key performance issues to enhance the user experience for the data analysts using this product.
• Simplify navigation and streamline the user experience for quicker data retrieval and analysis.
• Enhance data visualization by designing clear and visually appealing charts and graphs to enable easier understanding of complex data.
• Provide comprehensive design documentation detailing architecture, and best practices to ensure engineering teams can consistently and efficiently deploy high-quality dashboards.
Research
Conducted a two-week discovery phase with three teams within the organization to identify and prioritize new analytics use cases. Activities included stakeholder interviews and administering a complete heuristic evaluation of the current experience.
Pain Points
• The lack of a dedicated landing page can result in inconsistent user experiences.
• Over reliance on brand color resulting in low color contrast in visualizations that hinder comprehension, making it difficult for users to interpret and engage with the data effectively.
• A clear lack of informational hierarchy, inconsistencies, and non-adherence to best practices in visualizations cause confusion and a potential for misinterpretation, undermining the effectiveness of data presentation.
• Too many filters can overwhelm users, complicate the search process, and potentially lead to decision fatigue.
04. DEFINE
Problem Statement
How might we provide a solution that can automate data collection, processing, and visualization to provide real-time insights for various stakeholders across the organization?
Hypothesis
The scalable implementation of a visualization platform with a strong visual identity, and a clear hierarchy of information will significantly improve decision-making efficiency, accuracy, and timeliness across the organization. This will result in increased operational productivity and enhanced strategic planning capabilities.
05. DESIGN
Early design exploration centered around pyramid principle of dashboard design: display the most significant insights on the top part of the dashboard, trends in the middle, and granular details in the bottom.
Iterations
Information Architecture
Developed a revised information architecture to organize information logically and intuitively, supporting effective decision-making and improving content management.
Filtering
Reconfigured filtering categories and values to allow users to quickly and efficiently find the content or products they are seeking.
Visualization
I worked with business stakeholders and data source owners to co-create and deliver an effective dashboard according to best practices for dashboard design through a comprehensive BI implementation process. In addition, the team researched data-heavy visualizations, emphasizing strong color contrast to enhance visibility and comprehension.
06. DELIVERY
Dashboard 1
Dashboard 2
Dashboard 3
Style Guide Examples
What I Learned
While Power BI is a powerful data visualization and business intelligence tool, it does have certain limitations and constraints that affected my ability to create the desired design and required extensive documentation for placement of elements.
There were concerns that the engineering team might not adhere to the style guide due to different priorities or a lack of direction. It was paramount to document all specifications in meticulous detail and provide a thorough rationale behind specific design decisions.
Testimonial
“Being able to rely on a consultant to deliver top notch resources no matter what the initiative is always reassuring. I continue to work with them and recommend them because they fit in seamlessly, always deliver, and have the ability to pivot when projects change direction.”
-Operational Analytics Manager