IBM | Service Offering Taxonomy (SOT)

Project Overview

The Service Offering Taxonomy Database Manages and holds data on the offering portfolio from L10 (Brand) through to L50 together with codes required to enable in the Unified Taxonomy.

It also holds a broad range of business metrics such as Cloud, Standard offerings, XaaS, Financial divisions and codes, Solutioning, Pricing, CFP Offering Mangers, Prices etc.

The tool has different view to enable user to understand & perform action based on

1. Current offering

2. Pending

3. Planning

4. Scratchpad

5. Pre-current offering
   
   

Taxonomy Levels

Level 10 - Brand

Level 15 - Line of business

Level 17 - Service Line (is the service lines underneath the LoB)

Level 20 - Service Area (represents group of services in a Service line)

Level 30 - Service Offering (represents the service offering and is the level, where revenue is tracked and
performance is measured)

Level 40 - Service Product (represents the one, or multiple service products with an offering)

Level 50 - Service Component (the service components within the product)

Problem Statement

User navigating our service offerings struggled with confusion and inefficiency due to an outdated and inconsistent service taxonomy. The lack of clarity in categorization hindered users from quickly identifying relevant services, resulting in suboptimal user experiences and decrease in user satisfaction.

Solution

Design process

1. Discovery & Define

2. Ideate

3. Design & Prototype

4. Test & Iterate

Research and discovery

Conducted interviews with key stakeholders and users to understand pain points, frustration, and specific challenges faced when searching for and selecting services.

User Journey

Why do we need to change the legacy design?

1. The scope of SOT has been increased both in terms of user base and the offerings.

2. The current tool doesn’t give much flexibility to configure user specific views.

3. To create and maintain offerings is a bit challenging for the users and therefore much time is wasted in using the tool for offering lifecycle maintenance

4. For better user experience

5. Doesn’t adhere to Design system (There is inconsistent in design standards)

Pain points

1. SOT Grid has lot of columns and rows which makes it difficult to scroll through

2. There are few columns just to Filter items. So, if Filtering can be improved

3. Header section is bit disorganized

4. There should be high level view for users (like a Dashboard)

Meeting User Needs

I'm dedicated to addressing the diverse needs of audience, ensuring that my designs engage, inform, and inspire. By focusing on user needs, I create user experience, that stand out as highly functional, purposeful, and enjoyable to interact with.

Every project I take on is a testament to my systematic, innovative, and problem-solving approach. My designs reflect my vision for digital excellence and my commitment to delivering results that surpass expectations. Explore my portfolio to witness how I translate my approach into impactful, user-centered user experience solutions.