Desktop connection times

As a company, we set an OKR to address our most sensitive interaction in the tool, the launching of a virtual desktop. The frustration with unreliable connections and their long wait times were the most common source of customer support tickets. They also came up as sore spots from the sales team who shared feedback from evaluators claiming the desktop launch took too long.

The launching of a desktop was arguably our most important interaction in the whole tool since the majority of our end users were logging in to the web app for that sole purpose. In fact, some end users had strict SLAs tied to their work so gaining access to the virtual desktop needed to be as quick and reliable as possible.

About the project

Methods

Using quantitative data to identify current launch times in combination with a bevy of qualitative data in the form of recordings, interviews, surveys, and touchpoints, we collected opportunities and mapped them out in an opportunity solution tree.

Members across all teams came together to share their insights and possible solutions. The result was a powerful chart that broke down areas we could tackle and our assumptions that went with those ideas. We targeted solutions that could be delivered quickly and measured to determine their impact.

End result

I chose to share this example because great UX design starts with great UX research. We needed to understand the problems before diving into solutions. By involving different teams, we captured a broad lens of the issues and identified action items we could consider to improve the experience. Some solutions could be delivered that very afternoon in the form of updated documentation!