Unified Branding Begets a Unified Experience

Problem:

CloudForge—Liberty Mutual’s enterprise CI/CD software development and delivery platform—is built on a vast toolset of SAAS offerings customized to adhere to Liberty’s strict security and compliance requirements. The problem? Many of CloudForge’s customers didn’t even know about the platform. Customers mostly thought about each of the tools separately and failed to recognize they were part of a larger system. This made visibility into system outages, upgrades, deployment requirements, etc, opaque. It also inhibited the process of managing individual issues due to lack of awareness of CloudForge’s customer support infrastructure, leading to excessive downtime, increasing inefficiencies, and mounting frustration.

Further complicating the issue was the use of a secondary brand called LibertyForge. The lack of clarity around CloudForge’s offerings and the inefficiencies associated with it was a problem for both customers and for Liberty Mutual.

My Role
Product designer, user researcher

My Responsibilities
User research
Information architecture
Visual design
Content strategy

Team
Scott Joy: Research assistant
Jon Maislen: Product Owner
Dave Ehringer: Sr Architect