Mulika
A CX service monitoring solution that enables organizations to monitor various IT services or applications accessed by their customers on a 24-hour basis.
About the Project
Mulika is an enterprise customer experience (CX) monitoring platform designed to transform complex, round-the-clock system telemetry into actionable visual insights.
From a UX/UI design perspective, the objective was to bridge the gap between technical infrastructure data and user-centered decision-making. The goal was to build a clean, high-density dashboard and alerting interface that enables technical operators and CX managers to monitor 24/7 service performance, identify service degradation early, and stabilize digital touchpoints before end-users are impacted.
The Design Process
1
Discovery & Problem Definition
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User Research: Conducted interviews with DevOps teams, IT Operations, and CX Managers to understand how they detect system anomalies during 24/7 shifts.
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Core Friction Point: Raw system logs created extreme cognitive overload. Operators struggled to distinguish minor noise from critical customer impacting degradations.
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Design Goal: Shift the interface from reactive log-parsing to proactive visual monitoring centered on customer-impact KPIs.
2
Information Architecture & Wireframing
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Dashboard Hierarchy: Conceptualized a modular, grid-based dashboard layout that prioritizes high-level system health statuses while allowing seamless drill-downs
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into granular metric graphs.
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Aggregation Logic Visualized: Grouped continuous data streams into clear visual modules, converting complex mathematical aggregations into digestible visual charts (line graphs, status indicators, trends).
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Responsive Layouts: Ensured the architecture supported wide monitoring screens (NOC display walls) down to desktop and tablet views.
3
Visual Design & Data Visualization
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Color & Contrast Strategy: Implemented high-contrast color coding (status-driven palettes) engineered specifically for low visual fatigue during continuous 24-hour screen monitoring.
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Graph UI Design: Designed customizable, interactive graph components that let users compare multi-variable KPIs side-by-side without visual clutter.
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Micro-Interactions: Added hover states, tooltips, and dynamic time-range scrubbers for instantaneous data inspection.
4
Testing, Validation & Iteration
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Usability Testing: Evaluated response times for operators detecting simulated degradation events across prototype variations.
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Key Refinements: Streamlined threshold setup steps and improved the contrast ratios on active status indicators to speed up detection time under stressful outage conditions.
Key features
Service Name
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Service Name
Describe your service here. What makes it great? Use short catchy text to tell people what you offer, and the benefits they will receive. A great description gets readers in the mood, and makes them more likely to go ahead and book.
Service Name
Describe your service here. What makes it great? Use short catchy text to tell people what you offer, and the benefits they will receive. A great description gets readers in the mood, and makes them more likely to go ahead and book.
Service Name
Describe your service here. What makes it great? Use short catchy text to tell people what you offer, and the benefits they will receive. A great description gets readers in the mood, and makes them more likely to go ahead and book.
Key Takeaways
The Asha platform was able to lead to:
1. Unified visibility, driving cross-functional transparency
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2. Tight OKR alignment preventing feature creep by explicitly mapping each deliverable to a particular Objective
3. Clear ownership reducing execution gaps