HDS Support Connect | Arpana Prajapati

Overview

Support Connect was a comprehensive redesign of the Hitachi Data Systems customer support portal. The project introduced a mobile-friendly responsive design, federated search, summary dashboards, and improved asset health monitoring through Hi-Track integration — all aimed at simplifying the support experience for customers.

Prioritisation & Execution

To bring structure to a complex enterprise redesign, we developed a Priority Ranking methodology that scored each capability based on business priority, external benchmarking (against competitors like Dell and HP), business case value, and voice of the customer and partner. This data-driven approach produced a ranked capability map across Support & Services, Sales & Training, Marketing, and Foundational categories — enabling stakeholders to align on what to build first. The prioritised backlog was then translated into a Sprint Plan with parallel pods, allowing multiple workstreams (service requests, learning, search, analytics, and more) to execute concurrently across seven sprints.

Priority Ranking methodology showing scoring criteria across business priority, benchmarking, business case value, and voice of customer — Priority Ranking methodology — weighted scoring across business priority, external benchmarking, business case value, and voice of customer/partner

Support and Services capabilities map showing prioritised features across categories — Prioritised Support & Services capabilities — ranked by business priority, external benchmarking, value driver, and VoC/VoP analysis

Sprint Plan and Parallel Pods showing seven sprints with concurrent workstreams — Sprint Plan with parallel pods — concurrent workstreams across seven sprints covering service requests, learning, search, analytics, and more

Key Features

The redesigned Support Connect introduced several new capabilities including mobile-friendly responsive design, federated search across all support content, a summary dashboard for at-a-glance status, Hi-Track asset health monitoring, and streamlined service request management.

Dashboard Design

The support dashboard provides customers with a centralized view of their active service requests, Hi-Track asset monitoring with real-time status updates, upcoming courses, and alerts. The sidebar navigation gives quick access to the knowledge base, community resources, and software downloads.

Support Connect dashboard showing service requests, Hi-Track monitoring, and alerts — Support dashboard featuring active service requests, Hi-Track asset health monitoring, communication tools, and notification alerts

Outcome

The redesigned Support Connect portal delivered a modern, responsive support experience that reduced friction in common workflows like service request management and asset monitoring, while introducing powerful new capabilities like federated search and proactive health alerts.