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Microsoft Azure Automatic Quota
Previously, Azure enterprise customers faced a cumbersome process for scaling their quotas or capacity, relying solely on the manual filing of support tickets. This intricate procedure not only proved time-consuming but also required the intervention of a dedicated Capacity Management team to handle each ticket individually. Recognizing the need for a more efficient solution, Azure introduced Automated Quota Management (AQM), a groundbreaking system enabling enterprise customers experiencing steady organic growth to effortlessly expand their compute quota. This is made possible through the implementation of a sophisticated machine learning algorithm. Notably, competitive analysis revealed that neither AWS nor GCP currently offer a comparable automated mechanism for increasing quotas, positioning AQM as a distinctive advantage for Azure in the cloud services landscape.
In my role as the lead UX designer and researcher, I took on multifaceted responsibilities, focusing on the design aspects of various components such as the AQM opt-in experience, Azure high usage alerts, and notifications. I also conducted usability testing by interviewing six customers, gathering valuable insights to enhance user experience. Collaborating within a dynamic team, I worked alongside a senior product manager and a senior engineering manager to synergize our efforts. The tools I employed in this process included Figma for design work, Qualtrics surveys for research, and Teams for seamless communication and collaboration. Together, our team harnessed these resources to create an impactful and user-friendly experience for Azure enterprise customers.
Intro
In my role as the lead UX designer and researcher, I took on multifaceted responsibilities, focusing on the design aspects of various components such as the AQM opt-in experience, Azure high usage alerts, and notifications. I also conducted usability testing by interviewing six customers, gathering valuable insights to enhance user experience. Collaborating within a dynamic team, I worked alongside a senior product manager and a senior engineering manager to synergize our efforts. The tools I employed in this process included Figma for design work, Qualtrics surveys for research, and Teams for seamless communication and collaboration. Together, our team harnessed these resources to create an impactful and user-friendly experience for Azure enterprise customers.
Objectives
• Interview white glove enterprise customers and listen to Azure pain points
• Design and refine process for customers to opt-in to Automated Quota Management
• In turn, reduce the number of support tickets going to Capacity Management team
• Design process to sign up for high usage alerts
Customer Interviews & Usability Testing
The Senior PM played a pivotal role in our user testing initiative by identifying and sourcing candidates from esteemed companies like Rogers, Siemens, KPMG, and AT&T, who were considered white glove customers. These customers, in their feedback, highlighted the tangible impact of quota limitations on product goals and launches. To comprehensively assess the user experience, testers were tasked with three key assignments within a Figma prototype: opting in for automatic quota increases, establishing a usage alert rule for virtual machines exceeding 95% usage, and checking quota usage logs. Throughout the testing process, emphasis was placed on encouraging customers to vocalize their thoughts and provide candid impressions, ensuring that the insights gained were authentic and reflective of user experiences.
Insights
In the overall evaluation of the testing process, participants demonstrated a smooth execution of the three assigned tasks with minimal friction, yielding generally positive feedback. Notably, each tester successfully located the "Request quota increase" button in the top ribbon, showcasing an intuitive design. Challenges arose when customers attempted to augment their own subscriptions rather than the one specified in the task, indicating a potential area for improvement. Despite this, the System Usability Scale (SUS) score exceeded 80, signifying a high level of usability satisfaction among the users. Valuable suggestions emerged during the feedback phase, including a request for a feature enabling the increase of multiple subscriptions simultaneously and inquiries about potential error scenarios when opting into AQM. These insights provide valuable input for refining and enhancing the user experience in future iterations.
Results & Next Steps
As we navigate the post-testing phase, our attention turns to analyzing results and determining the subsequent actions. A key metric to monitor is the number of quota support tickets directed to the Capacity Management team, providing insights into the effectiveness of the AQM system in alleviating manual support burdens. Concurrently, tracking ratings from our simple feedback form allows us to gauge user satisfaction and identify areas for potential refinement. To delve deeper into user experiences, we plan to circle back with usability testers, conducting follow-up interviews to glean additional insights into their AQM interactions. Looking ahead, our strategic vision includes the expansion of AQM's capabilities beyond compute, encompassing storage and machine learning functionalities. This broader coverage aligns with our commitment to providing a comprehensive and user-centric solution across diverse Azure services.