The IT team had been using a very old ticketing software, which was clunky, slow, and only ran on IE. Our IT director was determined to have us build one that wouldn’t just manage the IT team’s task, but our creative, production, digital, and accounts team.
Design and build a more efficient, simple, and quick ticketing system, while making it flexible to work for all departments.
I spearheaded the user research by interviewing our IT department. The main objective of the interviews was to watch them using the old system and asking them to do certain actions (such as) open a new ticket, edit existing ticket, etc. As I watched I noticed how long it took them to do simple task like opening a new ticket. The old software opened a new window opened for almost every click, which lead to them having to tracking the windows that were opened and making sure they didn’t close the wrong window when taking support calls. This was biggest red alerts to make and an area I really wanted to streamline.
Since this is an internal tool, I’ll only go into detail of the dashboard. Theme wise I choose blue and gray scheme, as blue has a very calming effect on users. I didn’t want the departments to feel overwhelmed or get distracted easily and when colors are introduced they have an immediate impact.
The screen is split into five sections; left navigation, toolbar, task list, recent activities, and task info.
The main navigation is where a user can go to different task groupings, department task, group task, see task in waiting, and etc. For the icons I went through the www.nounproject.com site and I chose icons that were thin, which helps with the simple look. In the earlier stages I tried filled icons and it was just too distracting to users.
Six of the seven buttons include a number total, this allows the user at a glance to view how many task they have or the department. It also a sense of urgency and users never had to hunt for how many task needed to get done.
The toolbar contains page title, dynamic dropdown, search and a unassigned task alert. Depending on what task grouping a user is viewing, the dropdown will change to match the grouping.
Task List and Task Info
The task list and info are the most important screens. The reasoning behind not making the list into a full page was from the data I received from the research phase. Users need a quick and fast way to add, close, edit users, and request approval. In the previous system when you needed to do any of those actions you would have to wait for a new window every single time. This contributed to the clunkiness of their application and the frustration that built up within the IT department.
The task list is where users view general information about the task (the priority, status, due date, and etc). Once a task is clicked more information is displayed below in the task info area. Here you quickly get some information about the requestor, easily add notes, attach images, or close the task.
This was a feature request from many of the departments. Managers and users wanted to track what was happening moment to moment. It also allowed users to see if they had been replied to or jump on a task with a solution.