The NBC Universal IT group, based in Universal City, California, sought to upgrade their Project Portfolio Management Center (PPMC) system, a critical tool for managing IT requests across their diverse business units. The project aimed to modernize the system to better support the company’s evolving needs, particularly in response to the rise of streaming, digital rights management, and the demand for more agile IT operations. This initiative was part of a broader effort to shift resources from routine maintenance (KTLO) to strategic projects that would drive competitive advantage in the entertainment industry.
Streamlining IT for Entertainment’s Digital Future
NBCUniversal
The Client Project
The Challenge
The primary challenge was balancing customization with configuration. The existing PPMC system was heavily customized to meet the unique needs of various business units, but these customizations made software updates and vendor support increasingly difficult. The goal was to streamline workflows, reduce reliance on custom development, and create a more consistent system that could scale with future upgrades. Additionally, the project had to address internal resistance to change, as teams were hesitant to move away from workflows that had been tailored to their specific needs. Success would be measured by the system’s ability to unify processes, improve reporting, and support NBC Universal’s strategic goals in a rapidly changing digital landscape.
The Solution
The solution involved a design-thinking approach, focusing on stakeholder interviews, workflow audits, and persona development to understand the unique needs of each business unit. Key steps included:
- Conducting in-depth interviews with IT leaders and business users to identify pain points and opportunities for simplification.
- Creating high-level wireframes to guide the vendor in configuring the system without adding customizations.
- Developing internal personas to help teams understand the benefits of standardized workflows.
- Aligning the system with the NBC Universal strategic goals, such as digital rights management and faster response times for streaming projects.
The Outcome
The project successfully retired the outdated, heavily customized system and implemented a streamlined PPMC solution. The new system enabled faster ticket sharing, real-time reporting, and improved cross-team collaboration. Leadership gained a dashboard to monitor IT resource allocation, helping shift focus from maintenance to strategic projects. The team received awards for not only the technical implementation but also for effectively managing the people-side of change, including training and communication. The project laid the foundation for NBC Universal to adopt a more agile IT model, better equipped to handle the demands of the digital entertainment era.
My Role
As the lead UX design and research specialist, my role included:
- Planning and conducting stakeholder interviews to gather insights.
- Auditing existing workflows and identifying areas for simplification.
- Developing internal personas to guide system configuration.
- Delivering a comprehensive research report to align stakeholders and drive buy-in.
- Creating wireframes to support the vendor’s implementation process.
This case study highlights how a user-centered approach and strategic alignment can transform complex IT systems, driving both operational efficiency and long-term business success.
SUMMARY
Experienced Researcher and Digital Strategy Lead with a proven track record in design thinking, user research, and data-driven design. Skilled in quantitative and qualitative research methods, market research, prototyping, customer engagement including surveys, focus groups, and remote/in-person testing. Expertise in product development, user experience design, and digital transformation with a strong technical aptitude in RStudio, Figma, responsive Web frameworks, Unreal Engine, and Unity. Demonstrated ability to lead cross-functional teams, deliver scalable solutions, and communicate insights effectively to diverse stakeholders.
