THE CHALLENGE
There were various challenges in Operations and Security:
Uncertainties in Logistics due to imperfect reporting
Resource Limitations for internal Operations work
Global Market Demands 24/7 requirements & legal
Operationalization of Machine Learning at Scale
THE SOLUTION
Permanent Solutions — not temporary fixes — included:
24/7 Online Monitoring Platform backing up MSFT
Integrated Case Management for customer solutions
Reporting & Financials submitted via automation
Cross-Market Standards for Commercial & Retail
THE RESULTS
The Platform produced a 65% reduction in costs
Operational Standardization across global markets
End-to-end transparency for Vendors and Partners
Increased Support for B2B/B2C scenarios at all tiers
Case Study for ML authentication systems at Scale
UX RESEARCH
Understanding the complex scenarios at hand meant detailed communication with teams all over the world.
Interviews with power users
Usability Studies with users
Subject Matter Expert Input
Operationalized telemetry
USERS & PERSONAS
Putting a Face on Customer Usage affords real-world context to dive deep into individual roles and goals.
Understanding Key Scenarios and specific objectives
Risk / Exposure Surface Qualitative (personal) Analysis
International Scope — Accessibility, Global Reach, Scale
Necessity of E2E Case Management for B2B Customers
WORKFLOWS
Complex scenarios invariably involve several Personas working together end-to-end solutions:
Interactive Hierarchy of topological mapping
Pipeline Processes between Teams, Data, People
Enabling Team Success via common online tools
All Data Sources SQL, unstructured, IoT, Spark, AI/ML
