Problem Statement
Some of Egnyte’s users work on huge files - like 4K raw movie files - that can range from several Gigabytes to even Terabytes. Many of these users are scattered across the globe and are oftentimes faced with spotty and slow internet connection conditions. Because of these reasons, sharing large-sized content files via cloud upload and download can take a very long time, making collaboration on such large files extremely hard, if not impossible.
Key Outcomes & Success Metrics
To design a complimentary drone delivery system to the already existing cloud/web delivery to solve a problem for some customers working from remote parts of the world.
My Responsibilities
To design a complimentary drone delivery system to the already existing cloud/web delivery to solve a problem for some customers working from remote parts of the world.
Process
Discover
Usually, I would start with figuring out why this is a problem and are there any other ways that customers in slower network environments are taking to over come this issue with some interviews, surveys. But in this scenario, the solution was suggested that we use drones to remedy the problem.
With that in mind, I started making some assumptions along with the ones given.
Drones needs to be intelligent enough to go from base to the pickup points & go back to base once the delivery is done
Customers have the content drives handy to be placed in the Drone
Drone has a state of the art safe that can only be open with the receiver's security key but will not be open with brute force or any other means.
Network speeds are good enough to be able to refresh a webpage but not fast enough to upload a heavy file
All this is happening during the day time
Drone technology is reliable and trust worthy
With these in mind, I created a Job Story based on the Jobs to be Done framework.
When my internet is slow, I still want to share my content drives with my team mate. So we can finish my deliverable on time.
Now that I have a job to be done I created a persona to envision what kind of problem they would face and what kind of person would be interested in using this service.
Acme Digital is a video production company based in San Francisco. They are a very passionate bunch of photographers, vloggers that takes pride in producing high quality 8K content. They upload a video on youtube every Monday which is their second main revenue stream. There are 4 content producers and 3 dedicated editors in the studio to handle all the content and deadlines to meet.
This week they planned to shoot a video about people living close to biggest forests and how that life is different from the city life. To get that video made, Clinton Jones, Acme Digital veteran of 4 years went over to Leticia, Colombia. He completed shooting on Friday morning 10:00 AM. When he tried to upload the raw footage on to Egnyte’s platform to share it with Alexandra Hunter for editing and post production work, he could not. So, he decided to try our newest offering Drone Delivery.
 |  |
————————————————
Define
Now that we have defined a persona who would be using this service. I wanted to go one step deep and find out what would they care about from such a service.
I did some gorilla research on the Egnyte website skimming the customer success stories and understanding what they liked about using our products and services. Here are some of the themes I deduced.
Ease of use
Mobility
Performance
Security
I’ve used these themes as my guiding principles from here on as these were paramount for our customers.
I wanted to go one step further and listed down what would our customers expect from our service. Ranked them based on their importance, compared that with current satisfaction score and figured out the opportunities.
I’ve used a simplified version of the “Importance vs Satisfaction Matrix formula”
These opportunity scores gives us a good understanding of where our customers stand with respective to our products & services. Anything less than 5 is a base line and anything more than 5 is where we need to pay more attention.
Now that we have the Customer expected outcomes, I wanted to walk a mile in their shoes to understand all the touch points. Customer flow diagram is the method I chose for this
————————————————
Design
The Customer Flow diagram gave me three important touch points. Sender, Drone & Receiver. To make the story complete we need inputs/participation from all these players. It also made my job a lot easier. Now, I know the key screens required to develop a fuller story.
With that in mind, I started sketching using paper & pencil
<Sketches>
<Wireframes>
Visual design
<iframe style="border: 1px solid rgba(0, 0, 0, 0.1);" width="800" height="450" src="https://embed.figma.com/proto/xc5DMLd9dTnd0aMh05LAFk/Egnyte?node-id=13-3448&viewport=1186%2C342%2C0.6269873976707458&scaling=contain&embed-host=share" allowfullscreen></iframe>
