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Prime Desk Pro
Innovation through Redesign of an Internal Ticketing System
Made With
Timeline
Overall : 20 Weeks
Discovery & Research : 8 Weeks
Design & Testing : 3 Weeks
Team
3 UX Designer
About the Project
Our team embarked on an in-depth exploration of prevailing ticketing systems, delving into user interviews and a meticulous analysis of support processes. Our capstone project is strategically designed with the overarching aim of elevating the user experience within help desk ticketing systems, guided by the rich insights garnered from comprehensive user research. The focal point of our endeavor is to go beyond mere observation, actively building upon these research-driven findings to craft an exemplary model. This model serves as a tangible manifestation of how ticketing systems can undergo substantial improvement, seamlessly optimizing user workflows. Essentially, our project aspires to offer a blueprint that showcases tangible ways to enhance the overall ticketing system experience, thereby setting a standard for excellence in this critical aspect of user support and engagement.
Problem
Internal ticketing systems can be a bit like that one sock that always disappears in the laundry—seems like a good idea, but somehow things still go missing. Some common issues include tickets getting lost in the system, slow response times, and the occasional technical hiccup
Solution
A user-friendly interface is key. Simplify the ticketing process, make it intuitive, and maybe throw in some helpful tooltips. A dash of clear communication, regular feedback loops, and addressing user pain points can turn the UX from frustrating to fantastic
Goal
Our Goal is to transform this frustrating user experience into a seamless, intuitive, and efficient one. We will focus on simplifying the ticketing process, enhancing user interface intuitiveness, incorporating helpful tooltips, and ensuring clear communication with regular feedback loops. The anticipated outcome is a significant improvement in ticket management efficiency, faster issue resolution, reduced technical problems, and an overall increase in user satisfaction
Our Process
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Define
Design
Discover
Ideate
Test
Research
Our project followed a methodical progression, initiating with a thorough competitive audit to inform our design decisions. Subsequently, we prioritized user input, conducting insightful interviews to understand their needs. Visual representations such as journey maps illustrated the user experience, while user personas distilled our findings into archetypal representations, guiding subsequent design choices. Our prototypes, the tangible outcome of this holistic approach, seamlessly integrated research, ideation, and design. The culmination of weeks of research on existing external ticketing system products, including team usability activities and a competitive audit analysis of Jira, ITarian, ZenDesk, and ServiceNow Ticketing System, further enriched our process. Our upcoming presentation will unfold this structured journey, showcasing the coherence of each step and the collective impact on our final solution.
Surveys
After the project kickoff, we defined our research strategy and objectives. Understanding the target audience and their challenges were our priority. We built an online survey and shared it in various relevant communities. In just a few days, we received 20 submissions. Based on these, we identified 5 common pain points, which lead us to the next step.
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We used both open-ended, and multiple-choice questions
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We aimed to gather insights into user experiences, identify areas for improvement, and measure overall satisfaction levels.
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Conducted to assess feedback regarding their experience using an internal ticketing system.
11
Interviews
20
Survey Response
2
Usability Test
3
Iteration
Observation
35 %
Respondents reported finding the ticketing system easy to use and navigate.
15 %
participants expressed satisfaction with the ticket submission process.
34 %
users indicated positive experiences with communication features, particularly email notifications.
16 %
participants expressed interest in having more customization options for ticket categories and priorities.
User Pain Points
Complexity:The ticketing system is overly complex or difficult to navigate, and users become frustrated and avoid using it, leading to underutilization.
Lack of Clarity: Unclear ticket categories, priorities, and descriptions can lead to confusion and delays in issue resolution.
Inefficient Communication: Notifications are unclear, untimely, or overly frequent and users can miss important updates, leading to miscommunication.
Data Security and Privacy: Users have concerns about the security of their data, especially if sensitive information is being shared through the ticketing system.
User Journey Maps
With the business goal in mind, we make sure that our users were able to use a ticketing system without any hiccups. So, we sketched a current-state user journey map, to identify opportunities for improvement. We identified 2 unnecessary steps and potential dropoff points in the flow. By eliminating these from the new design, we ended up with a much faster ticket experience that contributed to conversion rates and the areas in where user pain points are often severe
Design
We began the design process with low-fidelity sketches and wireframes to accelerate decision-making through visualization without losing time. Our sketches were based on the initial user interviews, the user interface goal, and the heuristic evaluation. They each pointed to the fact that there were too many distractions in the flow. We came back to the sketches throughout the entire design process to make sure that we don’t lose sight of our primary goals and ideas.
For the ideation phase, we utilized user insights and pain points to generate ideas for a system that could address as many issues as possible. Rapid sketching and wireframes were instrumental in accelerating decision-making and providing a visual representation of our conceptualizations. Drawing inspiration and insights from similar systems, we were able to assess what worked and what didn't. These sketches served as a foundational starting point, outlining how the design would both function and appear.
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Wireframes
To enhance our comprehension of the design's overall flow and the visual representation of the tool, we utilized wireframing and low-fidelity prototypes. These designs were crafted in alignment with specific user flows within the internal ticketing system. The identified flows encompassed actions such as accessing a ticket from the home page, navigating the ticketing page to either view or create a ticket, engaging in ticket-related activities like commenting and editing, exploring the analytics page, and customizing the viewing experience through the accessibility pop-up menu.
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High Fidelity Designs
To present a deployable version of the system for the development team or publication, we recognized the value of incorporating a design system. Opting for the Material Design System and employing a blue color scheme to convey a sense of security and trust, we aimed to elevate the tool's quality and facilitate seamless communication among team members. Following the development of high-fidelity prototypes, we crafted reactive versions for user testing, seeking feedback to ensure alignment with our design goals. Subsequent to valuable insights from testing, we refined and polished our designs, culminating in the creation of the finished product.
An Authorization system for different roles: Employee, Head of the Department, Technical Specialist & Head of the IT department (administrator)
The main displays Unassigned Tickets, Your Tasks and My tickets which are issued.
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On this page you can see two different Communication Groups. The one with Team where many request have come up & other is the Requesters where how many requesters have raised the ticket.
Here you can see the tasks status, what is the resolution time & how much is resolved in time. It also shows how many agents & tickets are active.
Other pages
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User Testing
5 %
Blocks on Study
95%
Completion Rate
10
User
1m
58.4 s
Overall Average Time
Next Steps
In the final design, I'd revisit the onboarding process and ensure it's not a daunting entrance into the system but a welcoming one. Simplify the language, add interactive guides, and maybe even a quick demo to ease users into the ticketing universe
01
Simplify user navigation by addressing complexity and improving clarity in ticket submission and customization options through low-fidelity prototypes.
02
Test prototypes across multiple devices, focusing on user pain points like communication efficiency and integration challenges to gather actionable feedback.
03
Use feedback from usability tests to refine the design, enhancing integration, reducing the learning curve, and strengthening data security features.
Learnings
This project was a design adventure that equipped our team with fresh skills and perspectives such as critical thinking, visual design, empathy and most of all, continuous learning. A notable addition was new knowledge on using prototyping tools. On the design front, we integrated a storytelling approach with user journeys maps in understanding our user’s frustrations.
One significant misconception shattered during this project was the notion that design is solely about aesthetics. It's more than making things visually appealing; it's a dynamic interplay of form, function, and the invaluable input from users. The design process evolved into a collaborative effort, with user feedback steering the way.
This project also fostered a deepened sense of empathy in design. The constant pursuit of user insights and a user-centric mindset was central to our goal. It’s about sculpting an evolving experience that aligns with user needs and feedback.
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