Webex Control Hub
I rebuilt the device deployment flow and AI-driven telemetry for a single-pane IT admin platform used by 100K+ organizations, including Walmart and Apple. Deployment times dropped 35%, provisioning errors dropped 45%.
Impact
• Cut IT deployment times by 35% and provisioning errors by 45%. • Increased AI feature adoption by 40% through better dashboard entry points. • Scaled design governance through 30+ peer reviews across distributed product pods.
Deliverables
Global platform serving 100K+ organizations, including Fortune 500 companies like Walmart and Apple.
Year
2025
Role
Senior Product Designer (UX Strategy, Systems Architecture, AI Integration, Design Leadership)
Context — global IT admins needed predictable deployment at scale
Admins provisioning thousands of devices globally were hitting high error rates and real cognitive overload. The existing flow handled every device one at a time, with no validation until something broke — which meant delays and a steady stream of support tickets.
Research system — mapping where device setup actually broke
I ran remote discovery and three rounds of usability testing to find where the workflow actually broke down. From there I built an async, multi-state validation model that balanced system latency against a responsive feel, applied WCAG 2.2 accessibility standards throughout, and set up design governance across several distributed product pods.
Core breakdown — bulk provisioning without a safety net
Configuring devices one at a time was expensive and error-prone at scale. But the deeper issue wasn't capacity — it was that admins had no safety net. They found out a rollout failed only after it already had.
Design direction — async validation and AI-assisted troubleshooting
I moved the flow from feature-by-feature configuration to a responsive Progressive Setup Wizard, added background processing to work around system latency, and built natural-language entry points directly into the telemetry dashboards so AI troubleshooting surfaced without adding UI clutter.
Outcome — a progressive setup model for enterprise deployment
I shipped a four-phase Progressive Setup Wizard — Scope & Scale, Real-Time Simulation, Sustainability Integration, and Async Bulk Action Success — with AI telemetry widgets and keyboard-navigable data tables, bringing global device management under one accessible, predictable flow.
At enterprise scale, predictability beats novelty every time — consistency matters more than clever UI. Working around system latency meant being upfront with engineering about tradeoffs, which led to better solutions like async processing states. And at a senior level, design quality scales through peer review and governance, not just your own files.