Streamlined Product Integration Process
Streamlined Product Integration Process
Feb 2023 - Jun 2023
Feb 2023 - Jun 2023
Trend Micro had many products for different layers of protection. To enable users to smoothly integrate these products onto the platform for centralized management and comprehensive protection, I crafted a high-level flow to identify issues, stakeholders, and task division. After designing a low-fidelity prototype to understand technical limitations, I completed the design, successfully attracting over 9,000+ customers to integrate their products.
Trend Micro had many products for different layers of protection. To enable users to smoothly integrate these products onto the platform for centralized management and comprehensive protection, I crafted a high-level flow to identify issues, stakeholders, and task division. After designing a low-fidelity prototype to understand technical limitations, I completed the design, successfully attracting over 9,000+ customers to integrate their products.
My Role
My Role
Team: 3 Directors, 3 Product Managers, 3 UX Designers, 2 Visual Designers, 1 Technical Writers and 100+ Software Engineers.
Team: 3 Directors, 3 Product Managers, 3 UX Designers, 2 Visual Designers, 1 Technical Writers and 100+ Software Engineers.
As a UX designer, upon receiving the request, I took several actions:
As a UX designer, upon receiving the request, I took several actions:
Stakeholders Management
Stakeholders Management
Designed the E2E flow to outline all discussion topics and identify associated stakeholders.
Crafted Lo-fi prototypes during meetings to ensure all attendees were on the same page, enabling quick and efficient discussions.
Designed the E2E flow to outline all discussion topics and identify associated stakeholders.
Crafted Lo-fi prototypes during meetings to ensure all attendees were on the same page, enabling quick and efficient discussions.
Design and Develop
Design and Develop
Clarified technical limitations while meeting UX needs to design the connection service.
Clarified technical limitations while meeting UX needs to design the connection service.
Iteration
Iteration
Adjusted design based on feedback from regional release.
Adjusted design based on feedback from regional release.
BACKGROUND
BACKGROUND
Why were customers encouraged to integrate their products into the platform?
Why were customers encouraged to integrate their products into the platform?
Trend Micro had numerous products for various layers of protection. In Q2 2023, the CEO of Trend Micro declared that product integration must be finalized by Q3.
Trend Micro had numerous products for various layers of protection. In Q2 2023, the CEO of Trend Micro declared that product integration must be finalized by Q3.
For Business
For Business
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Upsell Opportunity
Upsell Opportunity
By guiding users to integrate products into the platform, they had a higher likelihood of exploring and purchasing additional services.
By guiding users to integrate products into the platform, they had a higher likelihood of exploring and purchasing additional services.
For User
For User
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Improved Efficiency
Improved Efficiency
Customers with multiple products complained about the lack of centralized management and visibility.
Customers with multiple products complained about the lack of centralized management and visibility.
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Comprehensive Protection
Comprehensive Protection
As attack methods became more diverse, integration provided comprehensive data and protection.
As attack methods became more diverse, integration provided comprehensive data and protection.
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STAKEHOLDERS MANAGEMENT
STAKEHOLDERS MANAGEMENT
In the early stages, I crafted a flow diagram to identify issues, stakeholders, and tasks.
In the early stages, I crafted a flow diagram to identify issues, stakeholders, and tasks.
I found that having gaps in the flow diagram was acceptable because the purpose of this high-level flow was to clarify the job to be done, the issues, and the related stakeholders.
I found that having gaps in the flow diagram was acceptable because the purpose of this high-level flow was to clarify the job to be done, the issues, and the related stakeholders.
When diving into details, I crafted Lo-fi prototypes to align stakeholder agreements.
When diving into details, I crafted Lo-fi prototypes to align stakeholder agreements.
DESIGN & DEVELOP
DESIGN & DEVELOP
Here's the E2E Flow of how to integrate a product to the platform.
Visualization is a common languageIn the early stages, I crafted a flow diagrams to identify issues, stakeholders, and tasks
ITERATION
ITERATION
After the regional release, we iterated based on feedback from the field.
After the regional release, we iterated based on feedback from the field.
Initially, users were required to enhance the platform when integrating the products.
Initially, users were required to enhance the platform when integrating the products.
After the regional release, we separated enhancement and integration processes based on feedback from the sales team, addressing user concerns about impact. Users now choose between product integration for centralized visibility or platform upgrade for central management.
After the regional release, we separated enhancement and integration processes based on feedback from the sales team, addressing user concerns about impact. Users now choose between product integration for centralized visibility or platform upgrade for central management.
DESIGN IMPACT
DESIGN IMPACT
Led 9,470 customers to connect their products through this integration service, including 7,940 target users.
Led 9,470 customers to connect their products through this integration service, including 7,940 target users.
LESSON LEARNED
LESSON LEARNED
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Handling Ambiguous Projects
Handling Ambiguous Projects
Initially, I felt anxious and uncertain about how to start the project. However, I discovered two approaches to handle this: first, embracing uncertainty by asking questions and engaging in discussions; second, leveraging other resources, such as insights from sales teams, when we lacked the time for user research.
Initially, I felt anxious and uncertain about how to start the project. However, I discovered two approaches to handle this: first, embracing uncertainty by asking questions and engaging in discussions; second, leveraging other resources, such as insights from sales teams, when we lacked the time for user research.
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Unified Terminology for Effective Collaboration
Unified Terminology for Effective Collaboration
When collaborating with different product teams, each team used different terms, causing misunderstandings. We resolved this by creating a terms table to standardize vocabulary. This taught me the importance of unified terminology, so I now clarify definitions before discussions.
When collaborating with different product teams, each team used different terms, causing misunderstandings. We resolved this by creating a terms table to standardize vocabulary. This taught me the importance of unified terminology, so I now clarify definitions before discussions.
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STAKEHOLDERS FEEDBACK
When starting a project, Zoe promptly creates a mock-up to initiate discussions with the PM and engineers. Crucially, during these discussions, the mock-up is fine-tuned to incorporate ideas, ensuring that everyone is aligned. Together, we can make well-informed design decisions.
When starting a project, Zoe promptly creates a mock-up to initiate discussions with the PM and engineers. Crucially, during these discussions, the mock-up is fine-tuned to incorporate ideas, ensuring that everyone is aligned. Together, we can make well-informed design decisions.
James Hsiao (Technical Program Manager)
Zoe is a user experience designer who possesses a tremendous amount of creativity and technical acumen. The Product Integration for Trend Vision One, were among the most complex and nuanced domains at Trend Micro.
Zoe really knows how to match what the client wants with tech solutions. She always came up with a couple of design options, making it super easy for everyone to see what's best and why.
Erik Olafson (Taipei Doc Team Manager)
Erik Olafson (Taipei Doc Team Manager)
MORE PROJECTS
Driven by data insights, I iterated on this feature, resulting in a usage increase of over 577%.
Driven by data insights, I iterated on this feature, resulting in a usage increase of over 577%.
This is the illustration system I established to boost the design team's productivity.
This is the illustration system I established to boost the design team's productivity.