Case Study: Company Project- Ticket analyzer
Due to the sensitive nature of the data and proprietary information, I cannot share specific details such as raw data files or exact UI designs. All project artefacts are stored on company laptops, and I am committed to upholding the confidentiality agreements I’ve signed.
Despite these constraints, I assure you that the case study provides a comprehensive overview of my design process, methodologies, and the key insights that drove the project’s success. I aim to give you a thorough understanding of my approach and how I can bring value to your team.
Things that were discussed
Background: Getting context on why the project is being undertaken and any relevant history.
Stakeholders: Identifying all the stakeholders involved in the project, including internal teams (e.g., development, marketing) and external parties (e.g., clients, end-users).
Timeline and Milestones: Understanding the project timeline, including key milestones and deadlines.
Research and Insights: Existing Data: Reviewing any existing research, data, and insights related to the project.
Communication Plan: Meetings and Updates: Establishing a schedule for regular check-ins, progress updates, and reviews.
Primary Research:
Focus Groups
Ethnographic Studies Handout/reports
Stakeholder Interview- Support Agent, Support Manager, IT Administrator Data team
Secondary Research:
Industry Reports and Studies — ServiceNow -Case Study
Competitor Analysis — ServiceNow
Data Analysis
Market analysis
Design Artifacts- User Research
User Personas
Story Boarding — Support Agent
Storyboards are primarily part of the brainstorming/ideation phase. By visually mapping out the user’s journey, designers can create more intuitive, user-friendly products that meet real user needs. Illustrating key steps and touchpoints for a typical user (Support Agent) as they interact with the tool.
Use Case 2: Tracking Ticket Resolution Performance
Description: The support manager needs to ensure tickets are resolved promptly.
Scenario: The support manager checks the average resolution time, first response time, resolution rate, and reopen rate metrics on the dashboard. By analyzing these metrics, the manager can identify any delays or inefficiencies in the ticket resolution process and take corrective actions.
Use Case 3: Ensuring SLA Compliance
Description: The support manager must ensure the team adheres to SLAs to maintain high customer satisfaction and avoid penalties.
Scenario: The manager uses the SLA compliance rate and SLA breach data to monitor compliance with service agreements. If the compliance rate drops or breaches increase, the manager can investigate the causes and implement process improvements.
Use Case 5: Identifying High-Priority and Recurring Issues
Description: Quickly identifying and addressing high-priority and recurring issues can improve support efficiency and customer satisfaction.
Scenario: The support manager checks the distribution of tickets by priority and identifies common issues (workload, availability of support agent) flagged by the AI insights. By addressing these high-priority and recurring issues promptly, the support team can reduce the overall ticket volume and improve response times.
Use Case 6: Analyzing Customer Satisfaction
Description: Understanding customer satisfaction is crucial for the continuous improvement of support services.
Scenario: The support manager reviews CSAT scores displayed on the dashboard. By analyzing trends and feedback, the manager can identify areas where the support experience can be enhanced, such as training for agents or changes in support processes.
Use Case 6: Evaluating Agent Performance
Description: The support manager needs to evaluate individual agent performance to recognize top performers and support those needing improvement.
Scenario: The support manager views agent performance metrics such as resolution rates, and workload distribution. This information helps the manager to identify top-performing agents for recognition and agents who may require additional training or support.
Use Case 7: Generating and Analyzing Reports
Description: Regular reporting on support operations helps in strategic decision-making and performance tracking.
Scenario: Regular reporting on support operations helps in strategic decision-making and performance tracking.
Use Case 8: Leveraging Automation to Improve Efficiency
Description: Using automation to handle repetitive tasks can free up agents to focus on more complex issues.
Scenario: The support manager reviews the number of tickets resolved through automation and AI-driven recommendations for new automation rules. Implementing these recommendations can streamline workflows and improve overall efficiency.
User Flow/Task Flow
Before Dev
Usability Testing
A heuristic evaluation checklist helps ensure that the Support Manager Dashboard meets usability standards and provides an optimal user experience. Here’s a comprehensive checklist based on usability principles
1. Visibility of System Status
- The dashboard provides real-time updates on ticket statuses and performance metrics.
- Notifications and alerts are clearly visible and easily accessible.2. Match Between System and the Real World
- Terminology used on the dashboard matches the language commonly used by support managers.
- Data and metrics are presented in a logical and familiar manner.3. User Control and Freedom
- Users can easily navigate between different sections of the dashboard.
- There are clear options to undo or redo actions, especially in ticket management and automation settings.4. Consistency and Standards
- The design and layout of the dashboard are consistent across all sections
- Icons, colors, and fonts are used consistently to avoid confusion.5. Error Prevention
- The system prevents common errors, such as assigning tickets to the wrong agent.
- There are confirmations for critical actions, such as deleting or escalating tickets.6. Recognition Rather Than Recall
- Frequently accessed functions and data are easily accessible without excessive navigation.
- The dashboard provides clear labels and tooltips for all controls and metrics.7. Flexibility and Efficiency of Use
- The dashboard offers customization options to cater to different user preferences.
- Keyboard shortcuts and quick access buttons are available for advanced users.8. Aesthetic and Minimalist Design
- The dashboard is free of unnecessary information and clutter.
- Visual elements are used to enhance readability and focus on important data.9. Help Users Recognize, Diagnose, and Recover from Errors
- Error messages are clear, informative, and offer solutions.
- There are logs or histories of actions to help diagnose issues.10. Help and Documentation
- Contextual help is available within the dashboard for all features.
- There are links to detailed user guides and tutorials.11. Accessibility
- The dashboard is accessible to users with disabilities (e.g., screen reader support, high contrast mode).
- Interactive elements are easily navigable via keyboard.12. Performance and Speed
- The dashboard loads quickly and performs efficiently under heavy use.
- Real-time data updates do not hinder overall performance.13. Data Visualization
- The dashboard loads quickly and performs efficiently under heavy use.
- Real-time data updates do not hinder overall performance.14. Feedback and Interaction
- Users receive immediate feedback for their actions, such as saving settings or generating reports.
- Interactive elements, such as filters and drill-downs, respond quickly and accurately.
