Escrow Dashboard
Introduction
The NCC Group’s View portal is a web application designed for managing software escrow, to ensure source code is secure and accessible. This redesign project aimed to overhaul the portal’s original design and user journey, simplify software escrow management, enhance security and improving the overall usability.
Stakeholder
Location
Problem Space
Outdated escrow services for storing source code fail to meet modern design standards, expectations and accessibility, making users frustrated with poorly designed UI's and unclear workflows. While essential for secure code management, these platforms make the experience unnecessarily stressful and painful currently.
Secondary Research of Escrow Services
Confusion delays task completion
"A usability study revealed that 60% of users experienced delays completing tasks due to inconsistent design elements and confusing navigation."
Baymard Institute
Cluttered UI's lead to disengagement
"Research shows that 40% of users find cluttered dashboards frustrating, making it difficult to locate key information and leading to disengagement."
Baymard Institute
Inconsistent design patterns reduce user engagement
"Defining and using consistent dashboard visualisation patterns can improve user understanding and engagement."
Sisense
USER INTERVIEWS
Based on the secondary research, I conducted interviews with 12 colleagues within NCC Group familiar with View, who have varying levels of experience of depositing code onto the platform. Their feedback highlighted two core themes, directly informing the redesign process.
Managing Code Deposits Easily
Actions
“Whenever I upload code, I double-check everything first because I’m never sure if it’s uploaded correctly.”
Desire
“I want to see clearly the steps to upload code, and progress being made to if it’s done correctly.”
Pain Points
“The unclear UI makes it hard to know if my code is safely deposited, so I feel worried or anxious every time I need to deposit on View.”
Quickly Finding Previous Deposits
Actions
“I keep a separate document to track my deposits because it’s so difficult to find them in the dashboard.”
Desire
“I want to search and filter deposits I've made easily, without relying on my external tracking tools documents I currently use.”
Pain Points
“I need to look everywhere for my previous deposits, it wastes so much time and the outdated design is frustrating, making everything feel so unnecessarily long and complicated”
DesigNing for core users
To better understand the goals and pain points identified, I created a persona that consolidates the common themes, ensuring the redesign aligns with their needs.
Experience Mapping
The user journey map highlights key pain points, guiding design improvements to better address Arthur’s needs and streamline the outdated deposit process.
Task Map
TAsk Map 1: Uploading Code to an Escrow Service
Ensuring code is uploaded securely with required details, while maintaining compliance of escrow signed agreements.
TAsk Map 2: Retrieving Code from the Escrow System
Correctly access and download existing deposited code with accurate permissions and file integrity.
Client Feedback Insights
During the design iteration process, client feedback provided valuable insights that helped refine and improve the redesign direction.
Problem: Users Can’t Locate the ‘Deposit Now’ Button
Finding
Vendors struggle due to button placement on the far right.
MEtric
Increase in vendor complaints & support tickets.
SOlution
Move button to the left for consistency with other actions.
Problem: Reports Are Hard to Find
Finding
Users need to read a long document to figure out report access.
MEtric
Time taken to locate reports & number of support tickets.
SOlution
Add a clear ‘Reports’ button in the main menu.
Problem: Contact Details Are Not Saving
Finding
Users try to update details but changes don’t persist.
MEtric
32% of failed attempts.
SOlution
Either allow saving or disable fields with an explanation.
A full high-fidelity prototype of View cannot be displayed publicly in its entirety. However, selected elements that are publicly available are showcased here.
I lead the revitalisation of the NCC Group design system, hugely expanding the component library and reviewing each component. I also introduced and oversee documentation to ensure designers, developers, and stakeholders understand best practices and proper use.
The design system is the result of a collaborative effort involving 10 different people contributing at various times,
developed over six years across multiple stages.
Due to confidentiality, please get in touch for details on the project — I'd love to share more with you directly.
Product Website
The product website, featured in the linked video, was developed by the marketing team to showcase its capabilities and appeal.
Project Thoughts
This project has been a rewarding experience, introducing me to a domain I had little prior knowledge of. It broadened my understanding of the development cycle and the scalability required for a product with an extensive existing client base, including large corporations.
Working within a strict regulatory framework provided new challenges, shaping my problem-solving approach. The project also honed my skills in building a platform from scratch while contributing to a design system supporting diverse products across the organisation.
NCC Group - Escode View