TSMC-Online
Redesigned Technology Selection Process
As a UX designer, I was responsible for redesigning TSMC's client selection technology documents during the manufacturing service, reducing the time required to find technical documents by 70%.
Timeline
2 years
Client
TSMC
Role
UX designer
Team
1 UX designer, 1 UI designer, 15 software developers, 1 project manager
Contribution
User Research, Wireframing, UIUX design, Prototyping, Workshop Facilitations
After Launch
Reduce 70% of the time required to find technical documents
Increase 16% of NPS score, from 82 to 95
Introduction
About
The world's leading semiconductor manufacturing company.
TSMC-Online is a key platform for customer service and clients to dive deep in manufacture detail and doc spec.
What's TSMC-Online?
All-in-one platform that support TSMC's clients at every manufacturing step to select technology, pick technical documents, view reports, and access shipping information.
previous tsmc-online
Why redesign?
" I've received many complaints about using TSMC-Online and I replied repetitive questions everyday like selecting technology documents"
Manufacturing Service
•
manufacturing methods
•
manufacturing steps
Design Wafer
•
design wafer support
•
wafer meet TSMC's standards
Testing Wafer
•
Testing results (yield rate)
•
Iterative adjustments
Order Placement
•
Production quality tracking
•
Production quality testing
Packaging and Shipping
•
Shipping time
•
Delivery tracking
Understand TSMC's
manufacturing process
the process of selecting technology and
picking technical documents
Based on our user research, I understand there are…
2 users are involved in Technology Selection Process
Problem
2 users are involved in Technology Selection Process
Can't find suitable technical documents
•
Long technical numbers
•
complex combination
•
what is the next step?
Receiving a lot of repetitive
questions and complaints
•
Support Choose different tech documents
•
Explain Manufacturing Status
To better understand why clients couldn't find suitable technical documents,
500
Surveys
30
Interviews
Findings
Explore TSMC's
technology combination
Already know what they are looking for
•
Seeking for new tech
•
Beginners to understand
the selection process
•
Search the tech document
no. and keywords
67%
23%
Pick a technology
1
Pick a nanometer,
material and voltage
combination
2
Selecting Document
Process
Define
1
2
Pick a technology
1
Pick a nanometer,
material and voltage
combination
2
Selecting Document
Process
Define
Pick a version
3
3
Pain Points
No clear selection steps - it's confusing all the time.
" If the customer service team doesn't provide support, I am not able to pick the documents that I need."
Can’t choose documents from different perspectives
Current Process
Design Challenge
Choose from two perspectives
Divide clear stages from technology selection to detail spec
Version 1
Two Entry Point
Based on user preference, provide to 2 ways to break down to detail information
Pick the way they used to
No overview of technology combination
Version 2
Matrix - Overview of combination
Based on user preference, provide to 2 ways to break down to detail information
Explore all the combination at a glance
Too many information at once, couldn't compare it easily
Easy to decide which combination should use
Version 2A
Add Anchor and color coding
Based on user preference, provide to 2 ways to break down to detail information
clear view of various technology combination
color matching on the anchor feature is not obvious or distinguishable
Step 1 - Choose Technology Combination
Final Results
Progressive Disclosure
Step 2 - Select detail criteria
Step 3 - View technical documents details and request download
prototype
Progressive Disclosure