Revolutionizing Internal Service Management at Meta
Product Discover (2023)
Research | Workshop Planning | Storyboarding
Stakeholder management
Challenge
As the assigned researcher, I led the transformation of Meta's inefficient internal IT service management system into a state-of-the-art solution. The project tackled manual processes, collaboration barriers, and poor visibility. This high-stakes initiative aimed to boost productivity, enhance internal operations, and improve user experience solutions across Meta's platforms.
Our Approaches
As a lead researcher, we implemented a Product thinking approach and tailored it to the ask that covered users, business and technologies perspectives.
Business
Viability
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Business model canvas
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Elevator Pitch
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Hot-air balloon exercise
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Competitor Analysis
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Build vs. buy
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Scope prioritization
Users
Desirability
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Users Interview
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Persona Development
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Users journey
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Synthesizing
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Future Concepts and Recommendations
Technology
Feasibility
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Architecture Mapping
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Ecosystem mapping
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Cross-Functional Assessment
Phase 1
Immersion
I kicked off the project with stakeholder interviews and a "hot-air balloon" workshop to align vision, goals, and expectations. This crucial step allowed me to develop an informed research plan covering customer, technical, and business perspectives within the given constraints.
Phase 2
Discovery
Through user interviews across multiple teams, I gained deep insights into the existing solution, current gaps, and customer jobs, pains, and gains across the journey. I also facilitated a scope prioritization workshop to refine the project scope within a realistic timeline.
Phase 3
Synthesis and Analysis
Using techniques like affinity grouping and sense-making, I formed clear, customer-centric insights and quantified the data into significant opportunity areas. This phase was critical in uncovering the guiding 'How Might We' statements for subsequent ideation.
Insights
Phase 4
Concept Development
I facilitated ideation workshops to generate concepts associated with opportunities at each stage of the incident resolution journey. This collaborative approach ensured diverse perspectives and created a sense of collective ownership.
Solution
Optimize users experience by provide guidance proactively
Auto-generate incident tickets with collected data and support assignee
Root cause analysis & solution suggestions identification
Intuitive collaboration with clear alignment establishment.
Effortless ticket tracking with feedback and analytic report.
Impact
Prioritized Features
Using a prioritization matrix, we identified high-impact, high-value features to shape the execution roadmap.
Execution Model
We proposed a comprehensive execution model for the next planning step, focusing on process and tech development.
Execution Roadmap
We developed a detailed roadmap to incorporate prioritized features, facilitating the evolution of technology and processes.
