How do you design a simple customer
experience when the service behind it is
extremely complicated?

I worked across UX, product and engineering to translate Splotch's complex system concepts into experiences people could understand and navigate.

A user might only need to understand one business process. However, that process can depend on layers of system configuration, rules and logic, code, repositories, and integrations behind the scenes.

Users should be able to start with a visual diagram of the process they care about and explore the deeper details only when they need them.

We structured the experience around progressive exploration. Users start by understanding the process visually, explore related information, dive into the supporting technical details when needed, and then use that understanding to take action.

Splotches became the bridge between the system and the user. Instead of asking users to interpret raw technical information, Splotch represents system processes visually and connects them to their underlying context.

So how do you design a simple customer experience when the service behind it is extremely complicated?

We start with a simple visual diagram of what users need, then gradually reveal the complexity behind it when they need it.