Project Air

About Air

Project Air is an incident response platform for digital operations that connects you to the right people and data you need to quickly respond for alerts and service outages. It is a consolidation tool for all of observability tools and integrations.

Air guides you through every step from setup to use and proactively does the routine and menial work for you wherever it can.

My Role

We are a team of 9 designers, 2 researchers, & 3 Product managers. I am performing as a UX lead.

Key Deviation Points

• Separate deployment. Not dependent on ServiceNow

• Single version across all Air customer

• No customizations allowed, focus on configuration

• New easy to use and guided UI façade

• No access to classic

• Lists/forms/configurable UI

• Online purchase via credit card

• Multi-tenant instances

• Easy, simple and quick implementation.

My Responsibilities

• Lead rapid product design explorations by creating new designs, including user flows, wireframes, mocks, and/or prototypes in partnership with team leads

• Work with product managers on the short and long-term roadmap, product requirements and create the high-level experience and user journey.

• Collaborate with and lead team of UX and visual designers, and content strategists for delivering final deliverables to the engineering team.

• Collaborate with engineers on a daily basis and review the design concepts to make sure if it satisfies design acceptance criteria.

• Iterate on designs based on feedback from users and stakeholders.

• Work with leadership for alignment and approvals.

Mid-market & other Enterprise

Phase 3 

Enterprise, Mid-market and SMB companies with a Mode 2 mindset

Incident Responders

• Site reliability Engineers

• Dev Ops Engineers

• App Eng Engineers

On-call Managers

• Shift leads

• Team managers

 Stakeholders

• Business Service owners

• Employees

• Customers

Lack of accurate & actionable insight

Difficult to understand the full scope / impact of the situation and time was spent chasing down the wrong issues.

Design Principal:

Be a trusted advisor

Human inattention

Solutions were lost. Those on call were unreachable.

Design Principal:

Keep me out of harm's way

Diverse knowledge / backgrounds

Because of varying backgrounds and knowledge, terms like error budget and secondary roster were not universally understood.

Design Principal:

Guide me as if I am new

Struggle with redundancy and manual work

Responders struggled with redundancy and manual work due to organizational silos, manual processes and issues reoccurring.

Design Principal:

Do the routine & menial work for me

Don’t wait until the incident happens.

Know about a potential issue before the incident happened.

Design Principal:

Keep me connected

Consistent experience wherever I am

• Work interrupts kid’s soccer games, sleep

• “Similar experience between mobile and desktop.”

Design Principal:

Allow me to work anytime, anywhere

Build products for others how you would like products to be built for yourself - Build a product that you would be willing to use, and that you would be proud to have your friends and family use for a living.

Balance the art and science of product delivery - We will never have all the answers to every question, and while we are Customer first there are times we may need to have our own opinion and viewpoint.

Value a different perspective on features - Identify what you could be missing or why someone is making an argument for a different direction. Assume that everyone will act based on what they think is best.

Believe in the greater purpose and impact - The company purpose of making the world of work, work for others cannot be lost. We need to acknowledge and strive to continually make a positive impact on the work life of others