Project Monocle
Background
User Research
Problem Definition
Ideation
Prototyping
Beta
Outcomes
Project Monocle
Project Monocle, officially launched as the IBM Cloud Management Console, is a shining example of how human-centered design can drive immense business value. Initiated as a speculative six-week incubator project at IBM, what began as a conceptual exploration evolved into a product generating over $2 billion in revenue for IBM's Power Systems business unit. This project was not only a commercial success but also became a case study in design excellence, highlighted in InVision’s documentary "The Loop" and celebrated by IBM's General Manager of Design, Phil Gilbert, as "the best story of design at IBM in the last three years."
Role
UX Engineer
@ IBM
Duration
6 Weeks (Incubator)
18 Months (Hallmark)
Impact
$2 Billion in Revenue & Global
Recognition in Design Thinking
The Challenge
IBM Power Systems' servers are the backbone of critical business operations across various industries, including banking, healthcare, and government. The initial challenge presented to our design team was to develop a "one-click update" solution for these servers, simplifying the complex and time-consuming process of security patching. However, through extensive user research, it became evident that the proposed solution did not align with the real needs of system administrators and IT managers.
My Contributions
Design Thinking Facilitation
I designed and facilitated workshops that brought together a diverse team—including designers, developers, sponsor users, subject matter experts, and senior executives—to align on user-centered insights.
Bridged Technical and Design Gaps
I took the lead in translating complex technical concepts for our design team. I conducted user interviews, clarified technical details, and made sure everyone could effectively engage with users to generate meaningful insights. I also trained and onboarded the entire Hallmark team, equipping them with the knowledge to thrive in this technical space.
UX Design and Functional Prototyping
I played a key role in guiding the design process from research through to testing functional prototypes, bringing a technical perspective to inform and refine our concepts. I developed high-fidelity coded prototypes that emphasized action-oriented design, role-based flexibility, and extensibility—crucial for system admins who needed to act quickly and accurately.
Development and Engineering
I also created functional prototypes and designed an API that bridged patches from Firmware to Operating System levels. These innovations were key to the final product, which was featured in IBM’s internal and external communications, including conference talks and documentary films.
User Research
To validate the "one-click update" concept, we conducted in-depth research with system administrators and their managers through user interviews, contextual inquiry, and collaborative workshopping to better understand the process behind patching these servers.
We interviewed over 30 customers, including 10 sponsor users, to gain first-hand insights into their patching workflows, pain points, and decision-making processes.
Jack
Lead System Administrator
Jack deals with the day-to-day operations like figuring out what needs to get patched in his environment.
Before he can patch his systems, he needs to find out: Are my systems exposed? Is this even the right patch Will this patch affect others?
Jill
IT Manager
Jill is responsible for making sure admins are able to successfully patch their systems.
She needs to make sure her system admins and stakeholders (e.g. app teams) are aware and aligned on the changes coming down the pipeline.
30+
Customers Inteviewed
10
Sponsor Users
12
Beta Testers
146
Hours of User Research
Through user research, we uncovered a disconnect between the initial concept for a "one-click update" and the real user's needs. What we learned was that System Administrators were overwhelmed by the amount of patches available. It was extremely difficult to identify whether or not security risks impacted them, and if so, which patches were relevant for their environment.
“The most difficult thing for me is to get information. To see all the pieces and how they belong together so I can properly plan.”
“
– IBM Power Systems Customer, Project Monocle Sponsor User
Additionally, System Admins were frustrated. The hardest part about patching a server wasn't the update itself, but the fact that each upgrade requires complex scheduling and coordination across teams that leads to significant delays.
If that weren't enough, security audits were also a significant pain point. The existing patch process left a monumental manual task for System Administrators and their Managers to compile information about each endpoint, any applicable vulnerabilities, and patches applied into a report.
“Trying to schedule upgrades is like pulling teeth.”
“
– IBM Power Systems Customer, Project Monocle Sponsor User
“I spend 25% of my time during the first half of the year prepping for our audit in July.”
“
– IBM Power Systems Customer, Project Monocle Sponsor User
Problem Definition
To validate the "one-click update" concept, we conducted in-depth research with system administrators and their managers through user interviews, contextual inquiry, and collaborative workshopping to better understand the process behind patching these servers.
We interviewed over 30 customers, including 10 sponsor users, to gain first-hand insights into their patching workflows, pain points, and decision-making processes.
Approach
Initially a solo project, I identified an opportunity for a fintech platform through extensive user research. With a winning strategy for key stakeholder buy-in, this grew into a significant business initiative for Lowe's.
Initially a solo project, I identified an opportunity for a fintech platform through extensive user research. With a winning strategy for key stakeholder buy-in, this grew into a significant business initiative for Lowe's.
Our team iteratively contributed over 100 unique concepts over the course of 5 weeks.
“When is the release date for Monocle? I already have reserved a portion of my budget to purchase it.”
“
– IBM Power Systems Customer, Project Monocle Sponsor User
Outcomes
My story at IBM began with an intensive design experience for new hires, culminating in a final incubator project. These projects
Initially a solo project, I identified an opportunity for a fintech platform through extensive user research. With a winning strategy for key stakeholder buy-in, this grew into a significant business initiative for Lowe's.
Doug Powell, former VP of Design at IBM, showcases Project Monocle as the case study for how design is driving business outcomes at scale during the O'Reilly Design Conference.
There's plenty more to show you.
Morrigan Zierk © 2015 – 2024
All Rights Reserved.