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From YouTube: UX Showcase - License Management Internal Tooling
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A
Hello,
I'm
tim,
I'm
a
senior
product
designer
on
the
fulfillment
license
team
and
I'm
going
to
give
a
very,
very
quick
overview
on
license
management
and
the
other
side
of
the
fence,
internal,
tooling
and
kind
of
give
you
like
a
rough
overview
of
exactly
what
we
have
been
working
on
and
about
to
work
on
into
the
future
so
boom.
I
bet
you
were
not
expecting
this.
It
all
makes
sense
in
a
minute.
I
promise
the
lion.
King
is
a
great
theater
production
in
london.
A
So
if
anybody
has
the
opportunity
to
come
over
to
london,
I
would
100
recommend
you
go
and
see
this
play,
and
I
was
lucky
enough
to
go
on
several
occasions,
because
I
had
a
very
close
friend
who
was
a
part
of
the
cast
and,
from
an
internal
perspective,
an
absolutely
amazing
production,
music,
the
lighting
costumes,
the
dancing,
everything
that
you
could
ever
imagine
was
on
point.
Even
the
food
was
amazing
and
I'm
just
showing
off
some
really
nice,
some
pictures
from
from
from
the
production.
A
So
I
had
this
friend-
and
I
remember
having
this
conversation
with
her
when,
after
the
play,
I
picked
her
up
and
a
group
of
us
dropped
her
home
and
we
were
saying
this
is
amazing.
This
is
awesome.
This
is
like
the
best
production
that
we've
ever
seen
and
then
she
her
eyes
were
kind
of
gloomy
and
she
was
like
yeah.
It
was
backstage
it
was.
A
It
was
awful
literally
I'm
not
going
to
show
pictures
of
what
she
actually
sent
me
because
I
spoke
to
her
again
recently,
but
she
said
it
was
an
absolute
mess,
so
people
were
tripping
over
wires,
a
coffee
was
spilt
and
from
what
we
were
looking
at.
A
It
looked
awesome,
but
what
was
actually
happening
behind
the
scenes
wasn't
wasn't
great
and
that's
kind
of
where
I'm
starting
off
this
talk,
because
when
we
talk
about
internal
tooling,
essentially
from
the
premise
of
service
design,
we're
talking
about
our
off
stage
presence
and
I'll
or
backstage
I'll
talk
a
bit
a
little
bit
more
about
that
in
a
second.
A
So
on
stage
and
backstage
in
the
license
team,
we've
been
tasked
with
kind
of
tackling
what
is
actually
happening,
backstage
with
our
internal
tooling
and
as
a
quick
definition
on
stage
sort
of
helps
us
to
determine
whether
customers
want
to
come
back,
whether
they
feel
like
they've
had
the
experience
that
they
were
promised
or
the
experience
that
they
expected,
whereas
a
backstage
definition
would
be
whether
we
are
reliable,
whether
we
are
repeatable
in
terms
of
the
surface
that
we're
offering,
whether
we
can
you
know
present
scalability
and
profitability,
and
this
is
not
an
exhaustive
list.
A
This
is
just
a
very
high
level
breakdown
of
some
of
the
things
that
we
would
be
considered
on
stage
in
terms
of
what
we
present
to
customers
and
then
backstage
in
terms
of
things
that
we
are
doing
behind
the
scenes
to
aid
in
a
customer's
journey
through
through
their
through
their
use
of
of
kit
lab
so
marketing
sites
and
materials.
A
I
think
they
speak
for
themselves
really
and
then,
if
you
go
deeper,
dive
into
the
product,
get
upset
and
and
the
self-managed
experience,
of
course-
and
then
you've
got
cdot,
which
is
commonly
referred
to.
As
the
customers
portal
and
we'll
talk
a
little
bit
more
about
that,
definitely
in
in
a
couple
of
seconds
documentation
and
support
interactions,
so
maybe
through
zendesk
or
or
the
other
apparatus
that
we
use
to
support
our
customers
and
then
backstage.
A
Interestingly
enough,
we
do
have
third-party
sources
that
we
use
our
services
rather
salesforce,
marketo,
salesforce,
being
more
sales
layer,
the
marketo
being
more
marketing.
And
then,
if
you
think
about
the
internal,
we
have
the
gitlab
sas
admin
panel,
which
actually
doesn't
really
often
get
thought
about
as
an
internal
tool.
But
that
is
an
internal
tool.
That's
kind
of
what
support
would
use
to
manage
a
customer's
experience
if
they
run
into
any
problems
and
then
the
license
app,
which
is
currently
being
retired
so
going
into
the
future.
A
All
of
the
functionality
from
the
license
app
will
be
moved
into
the
customers.admin
tool,
and
this
is
the
tool
that
we
are
currently
very
interested
in
and
currently
working
on
to,
hopefully
improve
so
the
before
I
show
you,
the
customers
admin
tool
just
to
give
you
a
little
kind
of
a
background
as
to
kind
of
who
uses
it
so
support.
A
It
was
originally
built
for
support
teams
to
really
aid
in
sas
and
also
self-managed
customers,
and
when
we
think
also,
when
we
think
of
customer
service,
it's
usually
the
end
of
a
process
by
which,
if
someone
has
bought
a
subscription
or
a
license,
if
they
really
get
stuck,
that's
when
we
kind
of
think
about
customer
service
and
it
was
built
to
aid
the
customer
support
engineers
in
aiding
customers
wherever
they
get
stuck
and
our
product
is,
can
be
quite
complex,
especially
in
our
in
previous
licensing
models
and
and
so
forth.
A
So
it
was
a
necessary
product
to
have
and
then
product
engineers,
so
developers,
people
that
need
to
go
in
and
see
if
there
are
systems
that
are
down
or
things
that
are
not
working.
That's
that's
who
it
was
originally
built
for,
and
then
it
evolved
to
to
now.
As
I
mentioned,
the
license
app
has
been
the
license,
that
being
the
application
by
which
people
would
go
in
and
create
licensing
and
and
subscriptions
to
send
over
to
to
their
end
users.
A
That
has
now
been
moved
into
the
customers.admin
tool
and
it's
not
only
used
by
the
support
team
or
by
by
engineers
and
developers.
A
It's
also
now
used
by
pms
pm
wants
to
go
in
and
see
what's
happening,
how
they
can
improve
and
and
then
lots
of
kind
of
collaboration
with
engineers
there,
but
then
now
also
sales
and
finance
are
going
to
be
going
to
start
using
this
tool
because
of
the
retiring
of
the
license
app
and
it's
really
important
to
gear
our
internal
team
members
up
for
success,
especially
when
we're
dealing
with
something
as
important
as
subscriptions
and
licensing.
A
So
I'm
sure
you're
all
wondering
what
does
this
this
tool
look
like,
and
I
am
father
christmas
today,
so
I
compar
bearing
gifts,
and
this
today
is
your
gift,
but
before
I
go
into
a
little
bit
more
about
it,
let's
just
take
a
look
into
what
this
customers
or
admin
tool
is
and
how
it
looks.
So
this
is
the
example
I'm
showing
you
now
is
on
staging.
A
So
this
is
we're
not
showing
any
kind
of
customer's
information
and
at
a
high
level,
you
can
see
that
there
are
a
number
of
different
different
pages,
that
a
support
staff
or
anybody
that
logs
into
this
admin
tool
can
go
to
the
actual
tool
itself
is
built
on
something
called
rails.
Admin
which
I'll
again
talk
about
in
the
future,
causing
us
a
little
bit
of
problems
at
the
moment
and
the
the
architecture
behind
it
is
bootstrap.
I
think,
bootstrap.
A
In
fact,
I
think
I
was
just
checking
this
just
to
make
sure
I
think
it
is
bootstrap
three,
so
we're
not
using
get
lab
ui.
So
the
the
components
and
the
the
way
that
this
is
laid
out
is
obviously
not
not
synced
with
how
we
usually
build
products,
and
so
some
of
the
the
most
high
level
and
important
features
is
the
licensing
feature
of
this
tool.
And
then,
as
I
said,
mentioned
a
few
times,
you
can
now
create
licensing
from
within
the
customer's
admin
panel.
A
But,
as
you
can
see,
it's
not
great.
I
haven't
really
gone
into
the
the
depths
of
the
flows
and
so
forth,
but
there
is
a
lot
that
can
be
done
here
to
really
streamline
workflows
and
make
the
information
hierarchy
a
lot
easier
to
to
understand.
A
So
what
did
we
do?
We
did
a
very
high
level,
heuristic
evaluation
of
the
customer's
admin
tool,
and
this
was
just
to
break
down
exactly
what
all
the
pages
were,
how
the
navigation
works,
and
I
couldn't
resist
turning
this
into
a
little
bit
of
a
ux
scorecard
experiment,
because
there
were
so
many
things.
I
saw
that
weren't
working
and
I
really
wanted
to
see
if
I
can
propose
solutions
to
fix.
A
But
before
we
really
you
can,
you
know
dive
into
to
any
type
of
solution.
You
really
have
to.
You
know
understand
exactly
what
it
is
that
you're
that
you're
going
to
be
diving
into.
So
this
was
a
really
nice
exercise
in
mapping
out
all
of
the
patterns.
A
So
you
can.
You
can
see
common
themes
where
things
are
used
multiple
times
across
different
pages
and
different
workflows,
and
in
this
in
this
evaluation
there
were
two
things:
there
were
two
objectives
that
we
really
needed
to
understand.
Firstly,
it
was
the
current
information
hierarchy
and
architecture
and
then,
secondly,
of
the
three
main
tasks
that
a
support
engineer
needs
to
accomplish
on
a
day-to-day
basis
dealing
with
customers.
A
What
does
the
flow
look
like
today
and
those
two
things
have
merged
slightly,
so
when
working
on
this,
I
realized
that,
when
you're
working
on
the
information,
the
hierarchy
and
the
flows,
it
was
actually
easier
to
them
both
at
the
same
time.
So
that's
what
I
did
so
you
can
in
the
epic
you
can
dive
into
this
mural
if
you're
interested
and
see
all
of
the
different
things
that
were
uncovered
and
all
of
the
flows
that
are
currently
in
existence
today.
A
A
After
speaking
with
support
engineers
and
a
couple
of
sales
reps,
we
were
dealt
with
a
kind
of
a
huge
hammer
blow
from
engineering
who
said:
hey,
yeah
we're
not
going
to
be
able
to
change
much
in
the
ui
if
anything,
because
it's
built
on
something
that
just
takes
a
lot
of
time
to
to
reorganize
and
to
re-architecture
rails
admin
is
not
scalable
or
flexible
for
our
needs,
and
so
I
have
kind
of
envisioned
this
as
a
two
airplanes
or
two
aircraft.
A
And
if
austin
was
here,
he
would
appreciate
this
knowing
where
he's
come
from
previously
in
the
previous
role.
But
two
aircraft
one
is
about
to
take
off
and
that's
kind
of
the
vision
and
the
strategic
vision
that
we
have
for
what
we
could
actually
build.
The
other
one
is
still
being
used,
but
still
needs
a
lot
of
maintenance
and
is
being
serviced
regularly,
but
eventually
it's
going
to
be
at
its
end
of
life
and
as
much
as
I
would
love
to
concentrate
solely
on
the
aircraft.
That's
just
about
to
take
off.
A
We
have
to
really
still
service
the
aircraft
that
has
served
us
well
up
until
now,
but
needs
to
to
be
reformatted
for
use
of
a
better
term.
The
limitations
really
are
hindering
us
at
the
moment.
A
So,
the
importantly,
what's
next
in
the
next
steps,
I
think
there
is
a
huge
opportunity
here
to
to
really
boost
up
our
internal
offerings
and
our
internal
tooling
for
our
team
members
and
the
next
steps
inside
of
the
main
epic
would
be
to
conduct
team
member
interviews,
and
these
will
be
kind
of
more
formal.
A
All
of
the
details
will
be
left
inside
of
dovetail
and
will
be
analyzed
and
insights
will
be
drawn
from
them,
and
my
goal
is
to
include
sales
support
and
product
and
engineers
all
of
the
people
that
are
going
to
be
using
this
tool
and
thinking
more
into
the
future
again
service.
A
service
design
blueprint,
which
is
essentially
a
diagram
that
will
visualize
the
relationship
between
different
services
and
components,
so
resources
and
people.
How
does
our
whole
offering
look
to
our
customers?
And
I
think
that
would
be
really
useful
to
see.
A
A
couple
of
people
from
ux
research
will
probably
see
my
pings
I'm
trying
to
work
on
including
sales
finance
and
support
engineers
inside
of
our
internal
personas,
so
that
it
guides
further
thinking
around
how
we
can
best
serve
those
cus,
those
internal
members
and
then.
A
Lastly,
I
really
enjoyed
my
time
working
with
jeremy
pedro
marcel
and
everybody
who
was
working
on
the
mr
widgets
redesign
or
framework
rather,
and
it
really
got
me
thinking
about
how
we
can
best
build
frameworks
to
set
ourselves
up
for
success
in
the
future,
and
one
of
them
is
a
framework
for
internal
tools
or
internal
operations.
A
A
Lastly,
if
you
think
about
internal
tools,
as
also
being
things
that
you
know
not
just
support
engineers
will
use
or
things
that
pms
will
use
or
sales
what
about
us
as
designers,
the
compensation
calculator
is
an
internal
tool
and
it
would
be
awesome
if
there
was
a
framework
by
which,
for
you
know,
things
that
are
going
to
be
spun
up
in
the
future.
They
could
be
easily
be
mapped
to.
A
B
B
This
was
so
interesting
and
fun.
Thank
you
so
much.
I
also
am
very
passionate
about
internal
tools,
so
I'm
super
excited
to
hear
how
you're
thinking
about
this.
Thank
you
and
I'll.
Let
jackie
verbalize
her
own
comment,
which
doesn't
surprise
me,
because
I
know
this
about
her.
C
Yeah,
I
just
commented
that
I
get
really
excited
about
service
design.
It's
fun.
It's
really
interesting.
You
get
to
work
with
all
the
people
and
I
hope
that
we
can
carve
out
time
to
do
this,
because
I
think
it's
really
important
cool.
Let
me
stop
recording.