Problem
Approach
Understanding
Direction
Phase 1
Phase 2
Reflection
UNDERSTANDING
The console needed to support multiple teams managing high-risk, time-sensitive content.
“We have to pull from multiple places just to onboard one channel.”
Two teams relied on the console daily — one onboarding channels, the other troubleshooting issues.
But data lived across different sources, and key tasks were tedious and manual.
Two teams relied on the console daily — one onboarding channels, the other troubleshooting issues.
But data lived across different sources, and key tasks were tedious and manual.
We documented 4 ways teams use console today. This revealed that both the channel onboarding team and frontline support team depended on the same tool but often had to pull data from multiple sources to complete routine tasks.
Confirming channels were live, applying updates, and filtering by device or region required manual steps and cross-checking across systems, making clarity and visibility critical for time-sensitive work.