Launching IBM Cloud File Storage

Outcomes

Project Overview:

The IBM Cloud File Storage for VPC project aimed to address the growing demand for scalable, secure, and reliable data storage solutions, particularly in industries with stringent regulatory requirements, such as banking and healthcare. The project sought to deliver a next-generation enterprise-grade file storage system, integrating data security, scalability, and ease of use for businesses deploying virtual private cloud (VPC) solutions.

Problem Space:

By 2025, global data generation is expected to hit 175 zettabytes​, pushing enterprises to seek cloud storage systems that not only handle vast volumes of data but also meet high security standards and provide seamless access. Clients, especially in highly regulated industries like finance and healthcare, required storage solutions that could safeguard sensitive information while supporting operational agility. Moreover, these industries needed rapid disaster recovery, scalability, and compliance with regulations like GDPR and HIPAA.

Design Process:

1. Discover: User Research and Empathy Mapping

The design team began with in-depth user research to understand pain points related to existing cloud file storage solutions. Working closely with Fortune 500 companies and subject matter experts in sectors such as banking, we focused on industries that required secure and resilient data storage.

Key insights:

• Banks processing loan applications needed a system that allowed multiple users to access, update, and securely share files without the risk of data breaches.
• Healthcare providers sought file storage that maintained compliance with strict patient data privacy laws while offering high availability and disaster recovery​.

We employed Empathy Maps to capture user emotions, thoughts, and challenges throughout the file storage lifecycle, which helped us prioritize features that aligned with their most pressing needs: security, simplicity, and speed.

2. Define: Problem Framing

Using Hills, a core method of IBM’s Enterprise Design Thinking, we framed the primary design challenges:

• Hill 1: "An enterprise user can confidently store, access, and manage large-scale data files in the cloud without downtime or data loss."
• Hill 2: "A financial institution can recover critical data within minutes during unexpected outages to minimize disruption."

These Hills provided clear direction for the product and helped align the team with the user-centric goals of security, resilience, and performance.

3. Ideate: Design Exploration

We engaged in design workshops, encouraging cross-functional teams to brainstorm solutions that would simplify user workflows and reduce the time spent configuring file storage. Leveraging IBM's playbacks (regular reviews where stakeholders provide feedback), we tested various features like file share encryption, replication, and automated disaster recovery.

Key innovations included:

• Quantum-safe encryption as a default for secure file shares, ensuring compliance with future-proof security standards.
• Three-click failover for seamless disaster recovery, allowing businesses to restore data within minutes during service interruptions.

We introduced rapid prototyping and conducted usability testing to validate assumptions early on, ensuring that our solutions resonated with users.

4. Prototype and Test: Iterative Feedback

During the beta phase, user feedback was invaluable. Many users reported frustration with the manual setup of file shares across multiple virtual servers. This feedback led to the design of a scalable provisioning process, which automated much of the configuration work. As a result:

• We reduced the number of steps by 44% during the file share setup​.
• Setup and maintenance time was reduced by 88%, saving clients hours of manual work and increasing operational efficiency.

We used the Loop process—test, feedback, and iterate—to quickly identify 67 UX issues and resolve them in under 3.5 months before the product launch

5. Deliver: Launch and Post-Launch Enhancements

The launch of IBM Cloud File Storage for VPC was a success. Within six months, we achieved:

• 300 enterprise-scale customers onboarded.
• 5,000 file share volumes created
• Users saved 260 days in file storage setup, thanks to UX improvements​

Post-launch, we continued with continuous delivery of updates based on user feedback, using tools like heat maps and user session recordings to fine-tune features. The integration of tooltips and quick actions reduced cognitive load for users, making the system even more intuitive.

Outcome and Impact:

Through user-centered design and the application of IBM Enterprise Design Thinking, we transformed IBM Cloud File Storage into a service that empowered businesses to manage large-scale data operations securely and efficiently. The iterative process not only improved user satisfaction but also significantly reduced operational burdens for IT teams across regulated industries.

Key Learnings:

• Engaging in early and ongoing collaboration with users led to a more resilient and secure design solution that met real-world needs.
• The use of Enterprise Design Thinking tools such as Hills and playbacks helped align the team and stakeholders around clear user goals.
• Iterative feedback loops and rapid prototyping enabled us to refine the user experience continuously, resulting in a time-saving and scalable solution for enterprise clients.

IBM’s commitment to user-centric design was a cornerstone in the success of this project, proving that excellent design and innovation can drive both user satisfaction and business results.