<aside> <img src="/icons/info-alternate_gray.svg" alt="/icons/info-alternate_gray.svg" width="40px" /> This business case concerns an internal and confidential OutSystems decision, where UX played a key role. Please reach out for further details

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Company

• OutSystems - Low code software development and CI/CD platform

Role

• UX and Team Lead

Key Skills

• Agility in UX research and reaching out relevant peers and stakeholders
• User experience and product knowledge
• Business acumen

Scope

An internal proposal for a technological solution for a product part had great impact in the user experience, considerably degrading it, and possibly jeopardizing the relationship with some customer types.

User experience degradation

Impact on customer

Loss of revenue

Challenge

Raising the awareness for the impact of the decision on the experience, and consequently in the customers, imposed a set of challenges:

• Understand the impact on product: Being given the technical impact, I needed to understand the impact on the experience, product and connection to customers.
• Understand the impact on business: After understanding the impact on the customers, I had to set the business case in terms of impact on the business.
• Deliver the business case on time and to the right stakeholders: Given the urgency of the decision, I had to gather the right information, deliver on time, and to the right stakeholders.

This challenge required me agility, business acumen and communication skills to ensure that the right message was passed to senior management.

Strategy

• Quickly understand the impact in the experience, and reach out to peers in related product areas to get an understanding of the problems’ dimension.
• Perform an internal research on our customers and their related use cases.
• Prepare a short, concise, yet clear presentation on the impact of the decision both in the product and in the customers.
• Quickly reach out to the key stakeholders, establish interactions while creating the business case in parallel.

Moving quick, finding the right peers and stakeholders, and presenting the information in a clear and concise way was key for an effective business case.

Key achievements

Overcoming this challenge come with the added benefits:

• Positively impact the experience of the product at a core level, ensuring that the technology with the best experience was selected.
• Avoided impact on customers due to this change, ensuring that the product kept on of their key features.
• The decision makers were informed about some blindspots, regarding missing use cases on the selected technological solution.