PrimeDeskPro
© 2023
The inefficiency and frustration felt among help desk ticketing system users was alarming and prompted my team to devise a solution aimed at improving ticket management.
Role - UX designer/researcher on a team for capstone
Contributions - Supported team with user and usability research, product thinking, ideation sessions and dev quality assurance · Implemted and created a design system on Figma · Created high-fi prototypes, micro-interactions, and handoff documents
Tools - Figma · Illustrator · Excel · Qualtrics · UserBerry
· Miro
PrimeDeskPro
© 2023
The inefficiency and frustration felt among help desk ticketing system users was alarming and prompted my team to devise a solution aimed at improving ticket management.
Contributions - Supported team with user and usability research, product thinking, ideation sessions and dev quality assurance · Implemted and created a design system on Figma · Created high-fi prototypes, micro-interactions, and handoff documents
Role - UX designer/researcher on a team for capstone
Tools - Figma · Illustrator · Excel · Qualtrics · UserBerry · Miro
Prime
Prime
Desk
Desk
Pro
Pro
Prime
Prime
Desk
Desk
Pro
Pro
The Problem
The Problem
Our team identified common issues in existing help desk ticketing systems, such as complexity, ineffective navigation systems, and slow response times, leading to missed tickets.
We aimed to design a web app-based system aimed at enhancing ticket management efficiency, improving issue resolution, and increasing user satisfaction, serving as a model for system improvements.
Our team identified common issues in existing help desk ticketing systems, such as complexity, ineffective navigation systems, and slow response times, leading to missed tickets.
We aimed to design a web app-based system aimed at enhancing ticket management efficiency, improving issue resolution, and increasing user satisfaction, serving as a model for system improvements.
Discover
Discover
For us to understand who the different types of help desk ticketing system users are, their specific needs, and how they complete tasks, we sought out a mix of 20 participants.
We then decided to research how these help desk ticketing systems are designed in order to understand their strengths and pitfalls.
For us to understand who the different types of help desk ticketing system users are, their specific needs, and how they complete tasks, we sought out a mix of 20 participants.
We then decided to research how these help desk ticketing systems are designed in order to understand their strengths and pitfalls.
User Research
User Research
Starting with user research, we conducted interviews while simultaneously sending out a survey to people on social media platforms such as Reddit and Facebook.
This allowed us to collect quantitative and qualitative data and reach a broad range of individuals who were current users of help desk ticketing systems.
Starting with user research, we conducted interviews while simultaneously sending out a survey to people on social media platforms such as Reddit and Facebook.
This allowed us to collect quantitative and qualitative data and reach a broad range of individuals who were current users of help desk ticketing systems.
Market Research
Market Research
We then continued with market research to find some of the most used and well-respected help desk ticketing system products on the market and break down their strengths and weaknesses.
This allows us to better understand how each product works and what could work/not work in our own design.
Market research was conducted on the most used and well-respected help desk ticketing system products to find their strengths and weaknesses.
This allows us to understand how each product works and what could work/not work in our own design.
User Journey Mapping
User Journey Mapping
The final part of our discovery research focused on understanding how users perform key tasks on a help desk ticketing system. We sketched a current-state user journey map, to identify opportunities for improvement.
One journey map for each type of user, which in this case was ticket submitters and ticket solvers.
The final part of our discovery research focused on understanding how users perform key tasks on a help desk ticketing system. We sketched a current-state user journey map, to identify opportunities for improvement.
One journey map for each type of user, which in this case was ticket submitters and ticket solvers.
Key Insights
Key Insights
Clarity and Consistency
Clarity and Consistency
Users value intuitive interfaces with clear hierarchy and consistent icon/button clarity to reduce clutter and enhance usability in ticketing systems.
With many features and paths one can take, a system should be easy to use and learn.
Users value intuitive interfaces with clear hierarchy and consistent icon/button clarity to reduce clutter and enhance usability in ticketing systems.
With many features and paths one can take, a system should be easy to use and learn.
Streamlined Ticket Creation and Management
Streamlined Ticket Creation and Management
Efficient ticket creation and management workflows is a must for users, allowing them to create, assign, prioritize, and track tickets easily.
Features such as customizable ticket forms, automated routing, and bulk actions enhance efficiency and productivity.
Efficient ticket creation and management workflows is a must for users, allowing them to create, assign, prioritize, and track tickets easily.
Features such as customizable ticket forms, automated routing, and bulk actions enhance efficiency and productivity.
Navigating Back and Forth
Navigating Back and Forth
Some users will lose progress when submitting/altering tickets due to interruptions, multitasking, and inadequate search functionality.
It is important to have efficient navigation structures and robust search and filter options.
Some users will lose progress when submitting/altering tickets due to interruptions, multitasking, and inadequate search functionality.
It is important to have efficient navigation structures and robust search and filter options.
Customization is Key
Customization is Key
Whether viewing ticket information or altering info on a home page. Customization across the board reduces frustration and increases efficiency.
The need for clear options to customize views, tickets, and categories to a department/user need is a must.
Whether viewing ticket information or altering info on a home page. Customization across the board reduces frustration and increases efficiency.
The need for clear options to customize views, tickets, and categories to a department/user need is a must.
Constructing a Solution
Constructing a Solution
Once we gathered all the necessary information we needed. I began crafting solutions by making sketches, wireframes, and prototypes. This would allow us to rapidly develop ideas and decide on viable solutions.
Once we gathered all the necessary information we needed. I began crafting solutions by making sketches, wireframes, and prototypes. This would allow us to rapidly develop ideas and decide on viable solutions.
Concept Sketches
Concept Sketches
Ideation and rapid sketch iterations
Ideation and rapid sketch iterations
Wireframes
Wireframes
Low-Fi Wireframes
Low-Fi Wireframes
Style Guide
Style Guide
Components
Components
Components were made with the material design 3 design system in order to communicate interactive elements for specific sections, while also keeping a level of consistency.
Components were made with the material design 3 design system in order to communicate interactive elements for specific sections, while also keeping a level of consistency.
High-fidelity Wireframes
High-fidelity Wireframes
Design Solutions
Design Solutions
By leveraging user data that we collected from the research, we crafted and tested five prototypes that represented solutions to streamline and enhance the overall user experience.
By leveraging user data that we collected from the research, we crafted and tested five prototypes that represented solutions to streamline and enhance the overall user experience.
1
Navigate Easily to Different Sections
1
Navigate Easily to Different Sections
Using a navigation bar to track user location, clear icon descriptions, and personalized search groups creates a seamless navigation expereince.
Using a navigation bar to track user location, clear icon descriptions, and personalized search groups creates a seamless navigation expereince.
2
Simple and Effective Ticket Creation
2
Simple and Effective Ticket Creation
Tickets can be conveniently created from any page, with all fields being required and clearly visible in a single vertical line for efficiency and clarity.
Tickets can be conveniently created from any page, with all fields being required and clearly visible in a single vertical line for efficiency and clarity.
3
Consistent and Customizable Design Allows for Ticket Management Ease
3
Consistent and Customizable Design Allows for Ticket Management Ease
A consistent design for ticket management pages, along with customizable views and workspace, offers a seamless and personalized experience.
A consistent design for ticket management pages, along with customizable views and workspace, offers a seamless and personalized experience.
4
Finding and Solving Tickets is a Breeze
4
Finding and Solving Tickets is a Breeze
Personalized dashboard info helps users choose tasks, while the selected ticket page is simple & customizable for efficient, hassle-free ticket resolution.
Personalized dashboard info helps users choose tasks, while the selected ticket page is simple & customizable for efficient, hassle-free ticket resolution.
5
Clear and Useable Communications Section
5
Clear and Useable Communications Section
The communications view personalizes accounts shown, while account pages provide essential information for seamless access to relevant account information.
The communications view personalizes accounts shown, while account pages provide essential information for seamless access to relevant account information.
Results
Results
Once we finished the prototypes we launched usability testing and hoped that these solutions would improve the overall help desk ticketing experience. Fortunately, users found the solutions to improve efficiency and be beneficial.
80% of users noted an improvement in their navigation experience, 65% noted an improvement in ticket management, 55% felt an improvement in the dashboard, tickets, and communications pages, and 80% felt satisfaction with workspace customization.
By listening to help desk ticketing system users, we were able to craft solutions that provided a beneficial experience and hopefully showed ways to improve current ticketing systems.
Once we finished the prototypes we launched usability testing and hoped that these solutions would improve the overall help desk ticketing experience. Fortunately, users found the solutions to improve efficiency and be beneficial.
80% of users noted an improvement in their navigation experience, 65% noted an improvement in ticket management, 55% felt an improvement in the dashboard, tickets, and communications pages, and 80% felt satisfaction with workspace customization.
By listening to help desk ticketing system users, we were able to craft solutions that provided a beneficial experience and hopefully showed ways to improve current ticketing systems.