IT Helpdesk Solution Software Design
* name and contents are intentionally altered due to confidentiality
We helped design IT Help Desk Application to streamline the communication between IT Help Desk agent and employees. The solution should achieve helping organizing tasks and troubleshoot issues, assisting employees with hardware, software or in any other context.
I served as a main UX director and worked with designers to conduct research, ideation, wireframe and design of this product.
How might we enable Help Desk agents to simultaneously tackles tickets without losing track.
This was our main challenge for entire usability of the app. And I set out our journey of designing many features including public event listing, personal event creation, calendar and friends list.
We started from design research, visiting the IT Desk site, conduct on-site interviews, online interviews and gathered information.
We then synthesized and extract important insights. This later helped us to shape several important HMWs (how might we), and we conducted brainstorm sessions the moved onto prototyping and testing phase.
Based on client’s research on target audience, we helped define proto-personas for a Help Desk agent as well as an employee.
Based on the client’s vision, we depicted interaction between agents and employees overtime with the Service Blueprint framework.
This helped us to start envisioning what type of features that may be needed for this application.
Design research part 1
We visited IT help desk agents at different companies to learn in depth about their workflow.
Synthesis part 1
Based on interviews at Amplify, we extracted and build some strategy behind how Amplify tackle IT support tasks.
We learn important insights such as how to decide priorities, how employee’s positions impact priorities, how priorities are decided based on the level of business impact as well as urgency level.
SERVICE BLUEPRINT FOR AMPLIFY IT SUPPORT DESK
Design research part 2
We contacted online interviews with IT Help Desk agent in other larger company like Bloomberg.
We generated several criteria for designing our application. We brought these back to Help Desk agents and gain further insights which ones are more important than others.
We then generated ideas for UI.
Based on one of the design criteria “minimize cognitive load to switch and manage multiple tickets at a time.” We created multiple ways to view tickets. Agents want to focus one ticket in one occasion while in other occasion, agents would want to keep track of multiple tickets and respond to employees without losing viewing multiple tickets.
In order to achieve design criteria Minimize time to identify what I need to focus, we designed filtering system to search and identify tickets with ease.
In order to achieve design criteria Minimize time to bring solution to each ticket, we are incorporating AI suggestions that automatically brings up past cases and solutions to each tickets
In order to achieve design criteria “Minimize time to learn overall ticket status”, we designed many widgets that enable agents to gain quick glance in many different angles such as “How many open, pending tickets do I have now?”, “How many are due today?”, “What are higher priority based on urgency and impact?”, “
final ui design
Takao Umehara: User Experience Strategy & Design, Interface Design
Design Team: Visual Designer, UX Designer, Design Researcher