Infoblox IQ
Adopt Gen AI to assist BloxOne users with configuration and understanding security events using natural language.
In an era where seamless digital experiences define user expectations, the Dello Fintech Banking App emerges as a beacon of innovation in the financial technology landscape. This case study delves into the user experience (UX) design journey undertaken to transform conventional banking interactions into intuitive, efficient, and user-centric experiences. As traditional banking institutions grapple with the evolving demands of a digital-savvy clientele, Dello steps forward with a visionary approach to redefine how users engage with their financial resources. The intersection of cutting-edge technology, user-centered design principles.
Duration
Banking
Team
1 Senior UX designer
2 Product Managers
Engineering team
Data Scientists
IMPACT
150+
Users adopted Bloxy in the first 3 months of launch
24%
Reduced Customer Support Tickets Related to configuration issues
3x
Faster to learn new features
PROBLEM
Many users struggle with debugging/troubleshooting and configuration problems.
Most support questions are about debugging / troubleshooting (70-80%), and configuration questions account for 20-30% of the queries.
Configuration help related questions can aid novice users during initial setup and summarize Help Documents within our platform.
-> How might we adopt Gen AI technologies to help BloxOne users overcome technical challenges more effectively?
STRATEGY
An AI chat assistant that uses gen AI to deliver fast, context-aware guidance, helping users resolve technical challenges.
We decided to implement an AI chat assistant within the BloxOne platform that leverages gen AI to help users overcome technical challenges more effectively. The assistant delivers concise, context-aware guidance, surfaces relevant configurations, and provides clear next steps, reducing troubleshooting time and improving user confidence across key workflows.
Network (and)or Security: Role-Based Daily Task
We realized these key daily tasks for Network and Security personas (blue cards) could serve as prompts in the AI assistant, enabling users to jump-start their workflows with a single click and receive immediate, context-aware assistance.
Response Pattern
DESIGN
Moderated Usability testing with 17 BloxOne customers
Research Goals:
Testing the usability and usefulness of the proposed features so that we can iterate on the initial PoC.
Understanding whether the proposed design provides enough guidance on what users can search for.
Key Insights
Navigating to the context and viewing Bloxy's responses while simultaneously performing actions was the most valuable feature.
Users liked how AI assists them to fix misconfigurations and not makes conclusion by itself.
Users desire the ability to visit previous chats for similar issues.
DESIGN
Preference for Tabular Data Over Text-Heavy Information
USER INSIGHT
Users found the text-heavy bullets overwhelming and prefer a clearer, more structured tabular format for quickly understanding high-level information.
BEFORE
Data was presented in bullet points, making it hard to read and quickly scan through.
Previous Design
AFTER
Data is displayed in a tabular format, making it easier to skim and copy efficiently.
New Design
Displaying a clear CTA with suggested remediation steps
USER INSIGHT
Most participants expect the AI assistant to be a better search and an easy way to seek quick answers.
We recommend concise answers, highlighting the most critical content while displaying clear CTAs or suggested remediation steps for quick action.
BEFORE
Text-heavy, step-by-step solutions without CTAs
Previous Design
AFTER
CTA buttons are introduced, allowing users to instantly access the relevant context for each step.
New Design
Enhancing User Control with Flexible Configuration Options
USER INSIGHT
Users expressed discomfort with buttons that implied automatic changes without visibility or control. They wanted the ability to review recommendations, understand the impact, and adjust configurations before committing.
BEFORE
The "Resolve" button implied immediate configuration changes. No flexibility in adjusting configuration settings, limiting their control to Yes/No choices.
Previous Design
AFTER
The "Resolve" button was replaced with "Review," allowing users to assess recommendations first. Flexibility in adjusting configuration settings
New Design
FINAL DESIGN
Introducing Infoblox IQ
Step-by-Step Configuration Guide
Bloxy enhances user experience by offering clear, intuitive CTAs that guide users directly to the relevant pages, modals, or forms. This allows for seamless navigation, ensuring users can quickly access the exact context they need without unnecessary clicks or confusion, speeding up workflows and improving overall efficiency.
Seamless Misconfiguration Resolution Wizard
