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BMC My Cloud Services Unraveling Enterprise Cloud Complexities

In today’s digital world, seamlessly connected experiences are key to successful businesses. No one understands this better than BMC Software, who delivers intuitive and agile IT products and services that help enterprise companies gain a competitive edge in the market.

BMC understands all too well that innovative businesses want to stay on the cutting edge of new technologies. They want the latest, fastest, sleekest solutions and they want them yesterday.

However, in order to sanction a tool or platform for company-wide use, IT departments need to make sure it’s secure, reliable, and compliant with security and governance policies, which can take a lot of time.

More often than not, business users simply bypass IT altogether and source publicly available solutions themselves. Think applications like Slack, Trello, Google Docs, etc. And for developers, this means going to Amazon Web Services (AWS) for computing resources on demand.

These services and applications create what’s called a shadow IT environment, where people within a company are using digital solutions that have not yet been fully vetted by their IT departments, increasing the likelihood of unofficial and uncontrolled data flows, and making the company’s information vulnerable. Shadow IT also adds additional risk to IT’s already difficult task of managing security and compliance across ever changing cloud and datacenter infrastructure.

BMC’s Cloud Lifecycle Management (CLM) platform helps organizations meet the demand for agility while managing risk and cost. CLM is a cloud management platform that powers enterprise scale hybrid clouds, simplifies complex environments, and ensures compliance.

Always wanting to stay on the cutting edge themselves, and hot on the tail of our work on BMC MyIT2.0, BMC asked us to reassess the end user experience and design of CLM. We worked closely with the BMC team to conduct a deep heuristic analysis of the current CLM End User Portal. Our research revealed the existing self-service interface to be too slow and complex for the typical end user. Ultimately, we needed to simplify the existing user experience of CLM in order to enable customers to scale self-service cloud provisioning to more end users in the enterprise. We used these findings to define new design principles grounded in user research and envision new product functionality, resulting in a faster, simpler and modernized self-service experience for CLM.

The new CLM redefines how IT organizations deliver secure and compliant cloud resources to their end users. Infused with strategic UX improvements grounded in user research, the new CLM boasts a better user experience, enabling its users to work faster and smarter than ever before. As BMC continues to roll out the features we collaborated on, CLM becomes another key milestone on BMC’s path to deliver truly unique user experiences.

Highlights

Speedy search

The upcoming global filtered search will empower users to quickly access key information about their existing resources. With the addition of global search, speed is the name of the game in the new CLM.

One big cart

The new cart in CLM lets users request multiple services at once and shows their cost and quota implications together, helping users save time and stay under budget.

Information at a glance

CLM’s new and improved catalog lets users customize and request solutions right in the dashboard, shows relevant information up front for what can be customized about each service, guiding users at a glance about what will best fit their needs.

Process

Formative research

We worked closely with the user experience team at BMC to create in-depth user personas and conduct competitive analyses, interviews, and workshops with existing BMC customers. Our research helped shed light on how the tool was being used as well as discover any major barriers to adoption.

Initial design

Based on our research, our early design directions emphasized overcoming any major user interface and experience issues and establishing a new, simpler model for the platform.

Evaluative research

A combination of Concept Value Testing (CVT) and Rapid Iterative Testing and Evaluation (RITE) study sessions helped us validate and review new design directions with real users, to make sure their needs were being addressed.

Final design

Taking our research findings into account, the final design focused on polishing new features and aligning CLM with existing BMC products.