UX Project

SilverCreek: Preparing Devices & Subscriptions for Cloud and On-Prem Use

Background

The SilverCreek project aimed to enable pre-onboarding of devices and subscriptions in the GLP Cloud Workspace. Originally, the scope emphasized complex storage devices like Arcus MP and Alletra 9k/6k, which have hierarchical structures (parent serial number > child devices > subcomponents). The plan was to make it easy for customers to onboard these devices by generating a downloadable configuration file instead of manually entering every component detail.

When I joined, the focus had shifted. Rather than designing specifically for Alletra/Arcus, the product team decided to create a universal resource onboarding flow capable of handling any device or subscription type. This meant my role was to design a flexible, scalable workflow, one that worked for all hardware and subscription types, while laying the foundation for more complex devices in the future.

Quick Facts

  • Timeline: ~3 months (Phase 1) Including rapid, overlapping design, testing, and dev work.

  • Role: Lead Product Designer. Iteration, validation, and usability testing in parallel with build.

  • Tools: Figma, Miro, Slack, Microsoft Teams, Outlook, Notion, Jira

My Role

Brought in after foundational design work was done to lead additional designs after an initial evaluation through launch. Took the initial import/export device and subscription flow, iterated on and validated the design, and moved it forward during a fast-paced, overlapping development cycle. Conducted usability testing in parallel with engineering build, reviewed production output, and compiled a post-launch assessment. Changes based on user feedback were planned but not implemented before my departure.

Discovery

My first step was to understand the existing user journey and the workflow that was already in place. Collaborating closely with the product manager, we mapped out an overarching user flow that helped clarify how customers were expected to import and export their resources within the GLP Cloud Workspace.

I reviewed the foundational designs and built a working prototype to experience the flow firsthand. Walking through it, the process felt disconnected and disjointed, like key pieces were missing or out of sync. Several pain points emerged, signaling opportunities to improve cohesion and streamline the experience. These issues laid the groundwork for the design and iteration phase that followed.

User Flow

To deepen my understanding, I created a comprehensive user workflow diagram capturing the entire import-export journey. One key realization was the lack of a clear starting point for users:

  • Some users already had both GLP and SilverCreek set up, expecting a seamless continuation.

  • Others were new to one or both platforms, requiring guidance to get started.

This dual reality meant I couldn’t assume a single entry path. Instead, I had to consider multiple touchpoints and focus on how users typically access their resources to decide where and how onboarding should begin. This framing was critical to shaping design priorities and ensuring flexibility in the final flow.

Design 1

The initial focus was establishing a clear connection between the GLP Cloud account and the on-premises workspaces. Each on-prem account could be linked to one cloud account, while a cloud account could manage multiple on-prem accounts.

In the existing workflow, users had no visibility or control over this connection. To fix this, the onboarding flow was redesigned so that adding an on-prem subscription would trigger a conditional step prompting users to enter their on-prem information. Completing this step would then unlock a dedicated on-prem workspace menu, allowing users to view and manage all their connected on-prem workspaces in one place.

Additionally, the resource tables were enhanced with a new column showing the assigned on-prem workspace for each resource, bringing clarity and transparency to resource management across platforms.

This foundational redesign set the stage for future improvements and better user clarity, while accommodating the complex relationship between cloud and on-prem systems.

Design Challenge

We realized adding the on-prem workspace ID within the initial Add Subscription Key wizard in the cloud platform introduced a security risk:

  • The workspace ID can’t be validated from the cloud side at that point.

  • If it’s incorrect, the first time the user would discover this is during resource import, where they’d hit an error.

Explored Solutions:

  • QR verification via a mobile device.

  • Downloading the workspace ID from on-prem and importing it into the cloud.

  • Investigating if the workspace ID could be tied directly to the subscription key.

At this stage, the team was still deciding which direction to pursue.

Design 2

Many customers approached SilverCreek with a simple mental model: buy, then install. This meant they often began at the on-prem installation step without first registering in the cloud or adding resources. The risk was fragmented setup and missing connections between devices and subscriptions.

To address this, we designed prompts and directional cues in the on-prem experience that connected users back to any skipped steps, while minimizing friction for those who had already completed them. Because of tight deadlines, we delivered a fast, pragmatic solution: clear instructional copy built directly into both the cloud and on-prem workflows. This guided users across platforms and kept the experience cohesive, even if they started in the “wrong” place.

 

Post-Launch Assessment

Once the initial work shipped to production, I conducted a review to validate that the final implementation matched the intended designs and interaction patterns.

Usability Study Highlights

In tandem with the work being produced, we ran 4 moderated think-aloud sessions with IT professionals across tech and government sectors to validate the pre-onboarding workflow.

Key findings:

  • Participants were often confused by cloud vs. on-prem terminology and requested clearer labels and context.

  • The import/export sequence felt unnecessary to some; users expected a more direct on-prem setup.

  • Device, subscription, and service terms were unclear; tooltips and inline definitions helped comprehension.

  • Navigation inconsistencies created friction; participants preferred intuitive paths via homepage or search.

  • Instructions were clear but long; fly-out panels were appreciated for quick reference.

Next steps included refining labels, adding inline guidance, and aligning workflow steps with user mental models to reduce confusion and improve efficiency.

Aftermath

The team began exploring a cloud-first approach, prompting users to register their SilverCreek subscription in the cloud to trigger package preparation for download and installation. This solution had the potential to resolve workflow confusion and clarify the onboarding sequence, though it was never fully implemented.

Reflection

Running usability testing in parallel with production highlighted how real-time feedback could inform design decisions before handoff. Looking back, a cloud-first entry point with contextual guidance could have further reduced friction, especially for complex hierarchical devices, though the initiative was later taken up by another designer and not fully implemented.