AI Concepts: Remediation and Self-Help
Role
Product Designer
Collaborators
Dan Gazzaniga, Hye Jin Kim,
Ginnie Lo, Christy Wang
Tools
Figma
Project Overview
This proof of concept focused on integrating AI to enhance self-help and support functionalities within a cloud-based service for networking, security, and collaboration products.
Project Goals
Goal #1
Enable customers to efficiently find support information and resolve issues independently.
Goal #2
Create a tool that enables customers to evaluate and select the most effective predictive issue remediation plan tailored to their needs.
Process
Research
Began by exploring and analyzing existing AI operations platforms to gather insights and inspiration for design.
Ideation
Generated "How might we" ideas to address use cases.
Voted on the generated ideas to determine which ones to move forward with for creating wireframes.
Sketching
Conducted a rapid session of sketching based on the selected ideas.
Develop Wireframes
Refined specific features from the sketches into detailed wireframes.
Outcome
Final Designs
Use Case 1: Incident Prediction
Use Case 2: Self-Help
Lessons Learned
1. Just because you can inject AI capabilities into a design, doesn’t mean you should. Sometimes, it’s completely unnecessary and just an extra layer of information you don’t need to complete a task efficiently.
2. Don’t assume AI can make anything technically possible. Conduct thorough research and consult with developers to ensure no important details are overlooked.
Next Steps
Collaborate with engineers to thoroughly assess the feasibility of the technology and determine how exactly AI will be integrated.
Conduct research to gather user feedback and refine the approach.