NBC Sports End of Show Reports
The Sports Broadcast teams needed a new solution for managers to create and manage End-of-Show reporting.
Painpoints:
1) Each of the two groups that created reports had totally different methods of reporting, this caused friction and misalignment.
2) The In-House system was being sunset.
3) The different methods overcomplicated what could be a simple process.
4) The ServiceNow dev was skeptical.
My role: Lead UX Designer/Research, Product Management
Timeframe: 4 weeks
End Users: NBC Sports Remote and In-House Teams
My strength: I drove alignment between the different stakeholder teams (2 Sports VPs, ServiceNow team, engineering) by pulling out their concerns and removing the roadblocks. I got them all to agree on a single process that was centralized, secure, and feasible.
Research
After spending time getting to know the users and their pain points, I met with the stakeholders and the ServiceNow dev individually, where I was able to deep-dive more into their unique concerns. I distributed a spreadsheet to keep everyone on the same page.
I discovered that the In-House group used their own app, which was scheduled for burn-down, while the Remote group created their reports using Word, Excel, Email etc. with no agreed upon process. There was no way of combining reports, no security with the Remote system, and no alignment between the two.
The ServiceNow developer had concerns about utilizing a different base than he was used to and completing this within a short timeframe.
The teams had been working on a solution for 3 months before I was brought on. Forward momentum was roadblocked.
Goal
My goal was to give both sports groups a single and secure location for all reports. In this newly automated system, they could create and store all reports, filter and search, generate aggregated reports, and gather high-level metrics for executive reporting.
Examples of the Remote team’s current reports. Word docs, Excel, and email were manual, inconsistent, unsecure, and not trackable.
My updated spreadsheet that I distributed to the teams.
Process
Constraints:
Time - we had 4 weeks to finish everything.
Design System - we had to design the NBCU themed design system based off of ServiceNow components concurrent with the project.
I designed workflows that would accommodate the needs of both sports groups into one app, using insights from our many conversations and interviews.
We all agreed to use a simplified framework that the ServiceNow dev could work with (App Engine).
Each iteration was validated by design, product, and engineering. I considered all of the data and created wireframes which again were approved of by all stakeholders, making sure we were all in agreement throughout the process.
Solution
The new centralized app increased efficiency and reduced processing time by 64% by combining the two workflows for creating and managing end-of-show reports.
Using the new app, both the Remote and In-House groups could customize a dashboard with the data that was important to them. We also added automation to the process that decreased prep time.
The executives could search for reports and compile them into one aggregated executive report and download them for their own reporting.
Executive dashboard
Compiled Report
Handoff
I delivered a hi-fi prototype made with Figma, that used the new NBCU - ServiceNow design system that we developed concurrently during this project.
I validated the designs by conducting interviews with 2-3 users on each team. This new system simplified reporting and reduced process time by 64%.
Prototype showing how the Remote team will create new reports.