Bettina Kast

Bettina is a skilled, enthusiastic, results-driven Principal UX Product Designer based in Amsterdam, The Netherlands. With over two decades experience in strategic design, product design, enterprise UX, enterprise AI, and data products, she brings a unique perspective and empathy to user-centric designs and innovations.

Project Decision Hub

Innovation & Product Design

Managing change

What we were working on

A business-friendly environment where non-technical users can safely– and with little involvement from IT – make changes to their business logic and simulate the impacts of changes before deploying them into production.

What I did

I was leading the design for making decisioning and predictive analytics capabilities accessible to business users by empowering them to make changes and reducing the friction from having to work with IT for every change they need to make on the logic of their business applications.

  • Defined the problem
  • Identified mental models
  • Collaborated on design strategy: separation of concerns for technical and business users
  • Created a portal information architecture
  • Designed 5 change management processes
  • Collaborated with another designer and two product managers to iterate over interactive prototypes
  • Collaborated with two scrum teams to get a minimal viable product built

Outcome

Setting up a new revision, which will hold all the various change requests later.
Decision Managers include all the business rules to be updated into change requests.
Changes are applied in a business sandbox and safely introduced into product through a staging process.
ON A PROJECT LEVEL
  • Initial concept and prototypes delivered within 2 weeks on a very tight deadline.
  • Significantly reduced communication cycles thanks to its clarity.
  • Teams felt very confident building the new component.
ON AN ORGANIZATIONAL LEVEL
  • An innovative concept for a change management business portal which changed company strategy
ON AN economic LEVEL

The product evolved further into “Customer Decision Hub” – which – according to Forrester Wave 2022 – is a leader in Real-Time Interaction Management.

Forrester conducted a study1 with the following results:

  • ROI of 489% and net present value of $150M over three years
  • $107M per year in profit loss avoided through increased retention
  • Incremental revenue growth of $677M over the course of three years
  1. The Total Economic Impact™ Of Pega Customer Decision Hub ↩︎