Real Time Intelligence
This project demonstrated the real power of design thinking. By facilitating a structured, user-centered process, I helped our team unlock both customer value and business impact. Not only did we help customers using the software more easily — we also contributed to the company’s innovation portfolio.
As part of our effort to increase the adoption of Real Time Intelligence (RTI) within Ivanti Cloud, I facilitated a design thinking process with our team. Our goal was clear: enable 100+ Ivanti Cloud engines per customer. Together, we translated that challenge into actionable opportunities — with users at the center of every decision.
Empathize & Define
Together with the Product Owner I led the team in mapping the current customer landscape. We identified three key groups:
450 customers with no engines installed
188 customers with limited engine usage
20 customers fully onboarded
We saw the most potential for growth in the first two groups. To understand their barriers, we gathered insights and ran a How Might We session, guiding the team through problem reframing and opportunity exploration.
Ideate
With those insights in hand, I facilitated a collaborative ideation process. We mapped pain points and opportunities across the customer journey and used Crazy 8’s to rapidly generate solution sketches.
After that, we used dot voting to identify the most promising ideas. This helped the team align quickly and move forward with clear direction.
Prototype
I translated the top-voted ideas into a working prototype that reflected both the technical possibilities and user needs. This prototype allowed us to validate our assumptions and refine our thinking before development.
Deliver
The final concept was implemented in the product — and brought measurable results:
✔️ Customers now experience a more guided and intuitive engine setup
✔️ The solution was granted a Design Patent