THE PORTAL
ORIGINAL
HOSTING’S
customers weren’t
using the HOSTING
portal to manage
their virtual servers.
Why not?
a mess of links, tables,
words, and numbers
buried links in an
organizational maze
multiple navigational
menus
ignored news and alerts
confusing fee attribution
THE PORTAL
REDESIGN
For immediate ROI
we redesigned the
information
architecture and the
look of the portal.
SOLUTIONS
SERVICES
TICKETS
BILLING
TRENDS
TICKETSC U S T O M E R P O R T A L
David H.Support
Open Tickets
Last Updated
Status
This Month
Timeframe
Anyone
Submitted by
(ICBM) [DAL01] restore campus db1
[DAL01] PAR not working for anyone on overnights
Hosting.com Solution For: Look Cinemas - #H224197
Open
Open
Open
Subject Status
23 min ago
Yesterday
Jan 1
Create Ticket
Export Tickets
simpler navigation filtering options
SOLUTIONS
SERVICES
TICKETS
BILLING
TRENDS
MANAGE USERSC U S T O M E R P O R T A L
David H.Support
Name
Hide Disabled Users
Active / Admin
Active
Active
Active
Active
Active
Active
Active
Active
Active
Disabled
System Admin
Controller
DBA
Developer
Contractor
System Admin
Today
Feb 2, 2013
Yesterday
3 days ago
Jan 13, 2013
- - -
Today
Dec 12, 2012
May 17, 2012
Jan 13, 2013
May 1, 2012
Status Title / Position Last Login
Adam Welsh
Brandon Meardon
Brandon Smith
Cameron Wood
Dave Malone
Debra Messig
Jim Kerrigan
Michelle Knowles
Scott Brennan
Steve Brown
Tera Gall
Create User
1 of 15 NextPrev
1 of 15 NextPrev
cleaner design
THE PORTAL
INNOVATION
After success in the
short term, we took
the portal beyond
merely competing
with other portals.
We created the
leading portal
experience in the
virtualization
industry.
Hex Dashboard
WWW SQL AD
WWW SQL FW
SRCH EML
SRCH
WWW SQL SQL
AD SQL
IMIS SQL
SQL SQL SQL
WWW SQL SRCH
WEBSITE - PROD IMIS - DEV
JOHN KIPLING - DEV
WWW SQL SQL
IMIS
WEBSITE - EXP
objects instead of lists
visual server status
Solution View
WEBSITE - EXP $120/MO
WWW
denver.server-h-194
6G RAM
SQL
sql-thorton
8G RAM
SQL
sql-thorton-2
8G RAM
IMIS
imis-2-stl
8G RAM
Configuring...
est. 3 minutes
Duplicate this solution + $120/MO
Park this solution - $110/MO
View billing
Create a PDF spec sheet
Add a server
progressive details as needed
navigation appears where it is
meaningful
Server View
WWW
SQL
IMIS
imis-2-stl
8G RAM
imis-2-stl
OS
Architecture
Linux
64-bit
99.9999% uptime
RAM 8 G
RAM in use
CPU
7.9 G
Dual-coreCPU
IMIS - DEV solution
INSTALLED SOFTWARE
intuitive object management
Solution name...
Choose a purpose...
Ordering
WWW SQL AD
WWW SQL FW
SRCH EML
SRCH
WWW SQL SQL
AD SQL
IMIS SQL
SQL SQL SQL
WWW SQL SRCH
WEBSITE - PROD $145/MO IMIS - DEV $235/MO
J.KIPLING - DEV $10/MO
SHAREPOINT
CREATE SOLUTIONCREATE SOLUTION
EXPERIMENTAL
Experimental (EXP)
Development (DEV)
Test (TEST)
Production (PROD)
Add a server
Delete this solution
SHAREPOINT - EXP
easily understood fee
attribution

Stop competing and start leading: A user experience case study.

  • 1.
    THE PORTAL ORIGINAL HOSTING’S customers weren’t usingthe HOSTING portal to manage their virtual servers. Why not?
  • 2.
    a mess oflinks, tables, words, and numbers buried links in an organizational maze multiple navigational menus
  • 3.
    ignored news andalerts confusing fee attribution
  • 4.
    THE PORTAL REDESIGN For immediateROI we redesigned the information architecture and the look of the portal.
  • 5.
    SOLUTIONS SERVICES TICKETS BILLING TRENDS TICKETSC U ST O M E R P O R T A L David H.Support Open Tickets Last Updated Status This Month Timeframe Anyone Submitted by (ICBM) [DAL01] restore campus db1 [DAL01] PAR not working for anyone on overnights Hosting.com Solution For: Look Cinemas - #H224197 Open Open Open Subject Status 23 min ago Yesterday Jan 1 Create Ticket Export Tickets simpler navigation filtering options
  • 6.
    SOLUTIONS SERVICES TICKETS BILLING TRENDS MANAGE USERSC US T O M E R P O R T A L David H.Support Name Hide Disabled Users Active / Admin Active Active Active Active Active Active Active Active Active Disabled System Admin Controller DBA Developer Contractor System Admin Today Feb 2, 2013 Yesterday 3 days ago Jan 13, 2013 - - - Today Dec 12, 2012 May 17, 2012 Jan 13, 2013 May 1, 2012 Status Title / Position Last Login Adam Welsh Brandon Meardon Brandon Smith Cameron Wood Dave Malone Debra Messig Jim Kerrigan Michelle Knowles Scott Brennan Steve Brown Tera Gall Create User 1 of 15 NextPrev 1 of 15 NextPrev cleaner design
  • 7.
    THE PORTAL INNOVATION After successin the short term, we took the portal beyond merely competing with other portals. We created the leading portal experience in the virtualization industry.
  • 8.
    Hex Dashboard WWW SQLAD WWW SQL FW SRCH EML SRCH WWW SQL SQL AD SQL IMIS SQL SQL SQL SQL WWW SQL SRCH WEBSITE - PROD IMIS - DEV JOHN KIPLING - DEV WWW SQL SQL IMIS WEBSITE - EXP objects instead of lists visual server status
  • 9.
    Solution View WEBSITE -EXP $120/MO WWW denver.server-h-194 6G RAM SQL sql-thorton 8G RAM SQL sql-thorton-2 8G RAM IMIS imis-2-stl 8G RAM Configuring... est. 3 minutes Duplicate this solution + $120/MO Park this solution - $110/MO View billing Create a PDF spec sheet Add a server progressive details as needed navigation appears where it is meaningful
  • 10.
    Server View WWW SQL IMIS imis-2-stl 8G RAM imis-2-stl OS Architecture Linux 64-bit 99.9999%uptime RAM 8 G RAM in use CPU 7.9 G Dual-coreCPU IMIS - DEV solution INSTALLED SOFTWARE intuitive object management
  • 11.
    Solution name... Choose apurpose... Ordering WWW SQL AD WWW SQL FW SRCH EML SRCH WWW SQL SQL AD SQL IMIS SQL SQL SQL SQL WWW SQL SRCH WEBSITE - PROD $145/MO IMIS - DEV $235/MO J.KIPLING - DEV $10/MO SHAREPOINT CREATE SOLUTIONCREATE SOLUTION EXPERIMENTAL Experimental (EXP) Development (DEV) Test (TEST) Production (PROD) Add a server Delete this solution SHAREPOINT - EXP easily understood fee attribution