Argus

Context

I led the re-design of Bezeq’s alarm alert platform, enhancing real-time monitoring and notifications for end devices, sensors, and critical infrastructure across Israel. The new system efficiently covers military installations and essential communication networks, such as internet and telephone services.

The problem

The existing alarm alert platform developed nine years ago, had become outdated, cumbersome, and challenging for novice users to navigate. Its antiquated design and lack of user-friendly features hindered efficient operation and accessibility.

Project Objectives
  1. Modernize the Interface: Refresh the platform with a modern design.
  2. Clarify Alarm Prioritization: Improve visual indicators
  3. Reduce complexity to ensure a low learning curve for all users.
  4. Enhance Customization: Enable full customization
  5. Boost Efficiency: Optimize functionality for faster decision-making and increased operational efficiency.

Impact & Results

  • Reduced user errors from 20 errors per 100 interactions to 14 errors per 100 interactions, a 30% decrease, due to simplified clearer prioritization.
  • 92% of users are actively utilizing the new customization features for tables and filters, demonstrating enhanced user engagement and platform flexibility.
  • 96% improvement in user satisfaction, especially with usability and dark mode.
  • 42% decrease in user errors due to simplified navigation and clearer prioritization.
Research

On-Site Visit

To understand the challenges and needs of our users, We conducted on-site visits to observe their workflows and interactions with the existing alarm alert platform. These visits provided valuable insights into the daily operations and pain points experienced by users.
By immersing ourselves in their work environment, We were able to:

  • Identify specific usability issues and inefficiencies in the current system.
  • Gather direct feedback on what users found cumbersome or confusing.
  • Observe the context in which the platform is used, including environmental factors and user behaviors.
  • Understand the diverse needs of both novice and experienced users.

User interviews

Following on-site observations, we interviewed users to identify challenges, understand workflows, and gather crucial feedback on usability. These insights are guiding the platform redesign for improved usability and operational efficiency.

Users survey

Following on-site observations, we interviewed users to identify challenges, understand workflows, and gather crucial feedback on usability. These insights are guiding the platform redesign for improved usability and operational efficiency.

Survey’s results
  • 78% Reported challenges with navigation and accessing information quickly
  • 65% Found the alarm prioritization confusing
  • 53% Faced difficulties in efficiently accessing real-time data

View detailed results here

Navigation and Information Access

1.”Finding relevant information quickly is a challenge.” (15 users)
2. “The navigation is not intuitive.” (10 users)
3. “Accessing real-time data requires too many steps.” (5 users)
4. “I appreciate the comprehensive information available once found.” (6 users)
5. “The overall layout is good, but some areas are confusing.” (4 users)

Alarm Prioritization and Understanding

6. “Understanding the criteria for alarm prioritization is difficult.” (12 users)
7. “The alarm categorization is confusing.” (8 users)
8. “Clearer indicators for alarm priorities would help.” (10 users)
9. “The detailed alarm information provided is helpful.” (6 users)
10. “The prioritization is helpful once understood.” (4 users)

Usability and Efficiency Enhancements

11. “I need a more streamlined workflow.” (10 users)
12. “The component designs are too complex; simpler designs would be better.” (12 users)
13. “Dynamic event map view and Better Rules managements .” (8 users)
14. “I appreciate the existing efficiency of certain features.” (6 users)
15. “The platform is generally user-friendly but needs minor tweaks.” (2 users)

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Insight #1

Eliminating Dead-End Flows

The old platform was structured with dead-end flows, forcing users to search for information across multiple screens. To address this, the new platform aims to provide a seamless cross-screen flow, allowing users to access information quickly and intuitively without unnecessary navigation.

Insight #2

Simplifying Complex Components

Users found many components of the current platform too complex to understand. In The new design, we aim to simplify these components, ensuring that users can easily comprehend and interact with all features, enhancing overall usability and efficiency.

Ideation

Transforming Insights into User-Centric Design Solutions

The ideation phase was crucial in turning user research insights into actionable design solutions. We began by sketching ideas and creating low-fidelity wireframes, mapping out all functions and components to ensure seamless cross-screen navigation. We chose to retain the existing alarm table view as the foundation, building and refining the rest of the platform around this core element.

Solution

Crafting an Intuitive Interface

After the initial specification process using low-fidelity designs, we finalized a solution with users that meets their needs, incorporating a table view similar to the old system but with full customization options for fields and filters. Given the dark environment of the workspace, we also decided to implement a dark mode to reduce screen glare and improve visibility.

We maintained a structure similar to the old system to ensure a low learning curve for users.The main components we addressed included:

  • Adding a priority label with traffic light colors for clearer priority classification.
  • Separating filters into system filters (fixed) and user-created, editable private filters.
  • Enabling full customization of the table columns.

Alarm Filters

 Alarm filter creation interface, allowing users to set specific conditions for displaying alarms that align with selected filter criteria. This interface provides a clear and structured layout, utilizing logical operators like OR and AND to combine multiple conditions.

Alarm Information

The design of the alarm information tabs focuses on eliminating dead ends, creating a smooth and continuous user journey. Upon selecting an alarm from the table, users can instantly access detailed information across various tabs, ensuring that relevant data is always within reach. The interface is structured to provide clear visibility of applied rules, with direct links to view and manage detailed rule definitions in the rules management screen.

Rule’s Management

The rule creation process for generating alerts was complex and confusing for new users. We simplified it by adding descriptive content that clearly outlines the equation components (if/or/then), making it easier to understand and use.

Template management

The purpose of the template screen is to configure message type values that ultimately define the criteria for sending an SMS or email as the end result. By setting up these templates, users are able to create specific rules that trigger automated notifications based on predefined conditions, ensuring that alerts are sent to the right channels—either as SMS or email—when the specified criteria are met.

Notifications  Management

allow users to configure and manage alerts by specifying whether they should trigger an SMS or email, determining which email template is used, and setting the days and hours for notifications. Users can easily check if an alert is active, view the related notification templates, and manage the conditions under which SMS messages are sent, including time settings. The layout simplifies complex decision-making by clearly displaying relevant information, allowing users to efficiently oversee and adjust notification behaviors to ensure timely and accurate communication based on incoming system alerts.

DayWork  Management

The Day Work Management screen provides an efficient interface for managing and monitoring daily tasks, particularly for unscheduled or minor maintenance work like copper or fiber cabling repairs. It closely resembles manual alert creation, allowing users to initiate and track Day Work alerts that do not directly disrupt customer service. The screen displays key job details, including status, task specifics, and associated break alerts, ensuring clear visibility and management of ongoing operations.

Planned Work Management

The Planned Work Management screen is designed to manage and oversee planned maintenance tasks that typically occur during off-hours, such as night operations, which may impact network components. This module allows users to set up and define planned works, specifying the IP addresses of potential affected equipment. During the work period, if an alert is triggered by a component included in the planned work, the system opens a specific planned work alert instead of a fault alert, preventing unnecessary disruptions to service flow.

Handoff

Smooth Integration

I developed clear templates for a smooth workflow transition and established a protocol for addressing any questions about components or Figma usage. This ensures seamless integration and consistent support during the development phase.

Color Palettes

I provided detailed documentation and guidelines for both dark and light themes, including color variables and usage instructions. This ensures that developers have a clear understanding of how to implement the color schemes consistently across the platforom.