Name: Sandro Santander

Date: October 14th, 2020

Design Thinking Tool chosen: Visualization

Challenge:

I work as a PM in a digital commerce agency. I was recently assigned to an e-commerce

project (a big telco in my country, which offers fixed line, mobile and TV cable  services) which had recently been migrated from an on-premise, legacy platform, to  a cloud solution. There are different user flows in this website, and one of them is  especially valuable for our Client: it allows users to purchase PPV and channel  subscriptions (HBO, sports channels, movies, etc.) through this website. My  challenge consisted on successfully mapping the flow required in this cloud  implementation, map the services involved and the different layers (front end, login  page layer, backend, etc.) involved in the flow, to then enable both my  development team and a third party company to develop the services and  adjustments needed to keep this system working according to specifications.

Selection:

I selected a flow diagram, which I did not have much experience designing, but I

considered that it would be a good way to clearly define the different layers, parties  and services involved, how the information was flowing (from which source to  where), and it would also facilitate some sort of understanding between the  different teams involved in this development, so we could then ‘see’ or visualize  which pieces on this ‘structure’ or system had to be changed or adjusted. I thought  about this tool by watching Angela Myer’s Visualization Tool video during the  course. I liked what she said about visualization, in that “the sooner you can tap  into a single picture or diagram, the more likely you are to come to an agreement  with other people”. This video also reminded me of a flow diagram, in that it  contains different colors, symbols and shapes. When we write or talk, we might be  understanding things in a different way; by using a visualization tool such as a  diagram, you create common ground.

Application:

I was not sure if I should start this flow diagram from scratch or if I should use an old

one as a base, but I chose the latter as it would keep certain styles, colors, shapes  and icons familiar to the people involved in the project (most of the developers,  tech leads and business stakeholders had been involved in this project since its

inception). After three meetings with my Tech Lead, understanding why they would  use certain shapes vs. others (and reading more about the flowchart symbols  language), I was able to finalize the diagram:

Insight:

One of the most valuable insights I got from applying visualization tool this way is that I

got a step closer at understanding how flowcharts and diagrams can truly help  translate into a common language so many actors, systems, services and parties,  towards building a solution that has an effective impact on someone else’s lives,  even if that’s something as shallow as hiring a sports channel which you can enjoy  with friends & family! I have always been adept to drawing and sketching, but  facing this challenge of applying my left side brains to a ‘technical drawing’ got me  sweating, but it was worth it. I have a long way to go, but I am no longer scared  about flow diagrams.

Approach:

I would like to learn more about diagrams, its components’ meaning, which alternate

symbols are there. I would also like to apply a mix of visualization tool (such as  screenshots or low complexity designs) and storytelling tool (to effectively  communicate the user journey by explaining the user needs, how the user would  interact with this interface or solution, how this could benefit him/her, etc.)

