UX Research for Enterprise Subscription Platforms

Joining Motorola Solutions was an exciting challenge—my mission was to enhance the usability of the WAVE PTX platform, transforming it into a more intuitive and user-friendly experience. This wasn’t just about refining features; it was about reimagining how partners interact with technology, making complex systems feel effortless.

Impact & Results

My research led to tangible improvements that reshaped the WAVE PTX platform

✅ Boosted User Efficiency – Streamlined the interface and workflows, reducing operational bottlenecks for Motorola’s partners and end-users.

✅ Strategic Business Enhancements – Insights from competitive analysis improved billing and account management, aligning the platform with industry standards.

✅ User-Centered Mindset – Fostered a culture of continuous improvement, reinforcing user-centric design principles within Motorola’s product development.

Why This Project Matters

Addressing Core Challenges
This project stemmed from a pressing need—partners using the WAVE PTX platform faced persistent usability issues that hindered efficiency and impacted the service they provided to end-users. With a diverse user base—including Motorola personnel, intermediary partners, and frontline users—the platform needed a significant usability boost to streamline operations and improve accessibility.

Focus on User Efficiency
Partners play a crucial role as the bridge between Motorola and end-users, yet inefficiencies in the platform slowed them down. The goal was clear: redesign the interface and refine functionalities to make the platform more intuitive and reliable, ensuring seamless communication in critical sectors.

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Global Perspective in User Experience

To uncover key pain points and opportunities, I conducted an in-depth research phase:

🔍 Competitor Analysis – Benchmarked WAVE PTX against Azure, AWS, and Chargify to identify industry best practices.

🎭 Role-Playing Technique – Navigated the platform as a partner, Motorola employee, and customer to experience firsthand usability issues.

📊 Insights Mapping – Categorized issues by severity, affected stages, and impacted tools, creating actionable recommendations.

By collaborating with teams across EMEA and NA, we captured a global perspective, ensuring that the improvements made were scalable, effective, and tailored to diverse user needs. These insights drove platform refinements that enhanced usability for all stakeholders, making WAVE PTX more accessible and efficient worldwide.

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Competitive Analysis and Strategic Insights

Understanding Industry Standards

After my initial training, I conducted a competitive analysis of major industry leaders like AWS and Azure. Given the limited public insights into their enterprise operations, I tapped into customer support forums and industry discussions to uncover key strategies that set them apart.

Refining Enterprise User Experience

One major finding was that Azure excels in invoicing and account management, providing:

✔️ Granular invoice breakdowns for better financial transparency.

✔️ Clear usage metrics to help partners manage accounts effectively.

In contrast, Motorola’s system lacked detailed account insights, making it difficult for reseller partners to manage licensing and financials efficiently.

Actionable Recommendations for Motorola

These insights led to key recommendations to enhance billing and account management:

✅ Implement detailed invoicing structures to mirror industry best practices.

✅ Provide clear usage breakdowns to improve partner visibility and control.

✅ Streamline licensing management to reduce friction for resellers.

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Efficiency Analysis Through Role Play

To identify inefficiencies, I conducted role-play exercises, tracking the number of clicks required by different user groups—MSI personnel, partners/agents, and end-users—to complete key tasks. This revealed critical workflow bottlenecks that impacted user efficiency.

Streamlining Partner Interactions

🔍 Finding: The partner hub workflow was slow and cumbersome, causing delays in account creation, upgrades, and renewals.

✅ Solution: Simplified navigation and process flows to improve efficiency and user satisfaction.

Overhauling the Licensing Process

⚠️ Issue: Ordering a single license required 18 steps, overwhelming partners and generating excessive support tickets.

🔄 Redesign Approach: Reduced unnecessary steps, cutting down workload and creating a faster, frictionless licensing experience.

By eliminating complex workflows and reducing redundant steps, we significantly improved partner operations, aligning the platform with industry standards for efficiency and clarity.

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Mapping Insights to Drive Impact

Initial Insights Collection :

Our research spanned North America, Europe, and India, where I played a key role in interviews and observations to uncover usability challenges. To manage the vast amount of data efficiently, I developed an Excel-based tracking system, organizing insights by date, source, and key findings—laying the foundation for meaningful analysis.

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Refining & Structuring the Data:

With the data in place, I distilled key themes by segmenting feedback across the six major stages of the end-to-end user journey. This deep dive pinpointed critical bottlenecks, revealing where usability improvements would drive the most impact.

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Prioritizing for Maximum Impact:

To ensure effective problem-solving, we applied severity ratings and color-coded priority levels to highlight the most urgent usability issues. This structured approach allowed us to:

✅ Focus on high-impact areas first, ensuring measurable improvements.

✅ Streamline platform usability, reducing friction in key workflows.

✅ Deliver data-driven recommendations that enhanced overall efficiency.

By mapping insights to action, we transformed raw research into strategic design decisions, creating a clear roadmap for usability enhancements.

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Concluding Insights and Recommendations

Presenting Key Findings

Our research culminated in a comprehensive presentation deck, designed to emphasize the urgent need for systemic improvementswithin the WAVE PTX platform. This presentation played a pivotal role in aligning the design and development teams around key areas of focus.

Strategic Categorization of Pain Points

To drive targeted solutions, we categorized usability challenges into three key areas:

🔹 Top 5 WAVE Pain Points & Recommendations – Addressed critical system inefficiencies, providing actionable fixes to enhance reliability and user satisfaction.

🔹 Top 5 Overall Pain Points & Recommendations – Focused on broad UX challenges affecting the entire platform, ensuring holistic improvements.

🔹 Top 5 Support Pain Points & Recommendations – Identified issues faced by support teams, offering solutions to streamline interactions and accelerate resolutions.

By structuring insights strategically, we ensured that our research directly influenced design decisions, creating a more seamless, efficient, and user-friendly experience for all stakeholders

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A Roadmap for Improvement

This structured approach not only prioritized issues based on impact but also provided a clear, actionable roadmap for improving the WAVE PTX platform. By categorizing pain points, we ensured that each recommendation was targeted and practical, facilitating measurable enhancements across the system.

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Reflections

“Turning research into actionable insights at Motorola wasn’t just work—it was about crafting experiences that truly resonate with users, improving their interactions one touchpoint at a time.”

My internship at Motorola Solutions was more than just a career milestone—it was an in-depth exploration of enterprise UX challenges. Conducting extensive user research and delivering insights that directly shaped the subscription platform’s usabilityreinforced the tangible impact of thoughtful design in the tech industry.

This experience highlighted the importance of empathy and precision in UX, proving that great design isn’t just about aesthetics—it’s about creating seamless, intuitive solutions that anticipate user needs and elevate their experience.