The challenge
The Case Management solution broke new ground by introducing a modular application designed to adapt seamlessly to various business use cases. Our team pushed the boundaries of what Appian’s platform could achieve, uncovering the need for no-code applications that can facilitate rapid development of case management apps.
As the lead UX designer on the discovery pod, my role was to explore whether no-code tooling was possible and what it might look like. As I set out to help define this complex problem, I had three key tenets of success:
- Creating a simple user experience aimed at business users
- Not being duplicative of Appian platform features
- Providing thoughtful flows to provide backwards compatible support for both the “no-code” and “low-code” tools
Persona Validation
We first set out to validate the business user persona targeted in our first goal. This persona was crucial for confirming the need for no-code features. At Appian, we typically focus on the low-code developer or the non-technical end user. This user sat in the middle, someone technically inclined and operationally focused, yet not deeply involved in the technical implementation details.
To shape this persona, we conducted extensive research with various target users:
- Internal Client Success and Sales consultants
- Platform Tooling teams
- Internal Product Strategy teams
- Clients, such as Veterans Association and the FDA
Through this work we formally defined our primary, secondary and tertiary personas. The primary personas were the novel use cases that Appian had not targeted before, these were technically minded individuals without Appian low-code knowledge.
Key findings included prioritizing configurable data governance and a clear deployment process. We also defined a private sector and public sector use case to better shape our strategic discussions.
Information Architecture and Flows
Next, I mapped out exactly how this new tool would fit into the Appian platform framework. I led the generation of many UX deliverables to ensure consistent understanding across cross-functional roles. Much of this work focused on the challenge of how the different personas and environments would work together.
Designing the solution
Once the team was aligned on the What – a no-code tool. The Why – to expand our market reach. And the Who – for business admins. I was tasked with figuring out the How....
More To Come
