DISCOVER PROJECT
AI/ML observability that cut noise and revealed true root causes
Telco Service Assurance
COMPANY
VMware
YEAR
2023
ROLE
Staff UX Designer — Led UX strategy, innovation design, prototyping, and system design for AI/ML observability in 5G & SD-WAN
EXPERTISE
UX strategy, information architecture, interaction design, prototyping, design systems, AI/ML observability
AI/ML-powered observability for 5G & SD-WAN
Directed UX for VMware’s 5G assurance platform, shaping AI/ML-powered observability that surfaced root causes and service impact. Simplified multi-vendor, multi-domain complexity with real-time topology analysis, reducing noise and accelerating triage while delivering measurable efficiency gains at scale.
Scope & delivery cadence
Shipped across TCSA 2.1–2.4; aligned with telco portfolio milestones.
Why this work was needed
NOC teams faced alert storms across RAN/core/transport; leadership needed faster RCA and cross-domain visibility.
Process
Clarified incident model with SMEs; tested flows; iterated with PM/Eng; documented states for build.
Brief + formative research
SME/NOC interviews and desk research revealed alarm fatigue and trust gaps.
Interaction design + prototypes
Root-cause-first default, progressive drilldowns, and ML confidence cues to build operator trust.
Handoff + iteration
Design reviews with PM/Eng; pattern alignment; optimized for performance at scale.
Solution
Single‑pane, cross‑domain correlation with real‑time topology and service impact analysis.
Overview → detail drilldowns; ML confidence indicators; service health timelines.
Results
Cut alarms from ~250k to ~110/day (~95% reduction). 2× efficiency gains; scaled root-cause-first workflows to 4,000+ developers.