Overview
Placements.io would like to redesign its ticket inbox page, which serves as the requests management hub for internal campaign operations.
In this project, I was able to own the entire product space and fill in for product managers by independently defining requirements, scoping projects, and prioritizing tasks.
MY ROLE
Lead Designer & PM
Research, Interaction Design, Prototyping, Usability Testing, Product Management
Research, Interaction Design, Prototyping, Usability Testing, Product Management
DURATION
Jan, 2021 - Mar, 2021
The Problem
The current ticket inbox page is on an old-fashioned tech stack which causes issues/delays while users are dealing with the tickets. We've also received many complaints from users that the feature is missing a couple of crucial functionalities to help users get things done efficiently.
Redesign Goal: A new ticket inbox page that has an elevated look and reduces ticket processing time (task completion time).
User Research
To better understand users and learn about where the frictions are lying, I dug into our customer support center and pulled out all the related feedback to the ticketing feature. Then I sent out a survey to validate some of my assumptions from the preliminary research. The findings helped me to frame the early requirements for this redesign project.
Ideation
For the UI part, I tried to explore a few different layouts used in modern ticket management software. These design options are based on my assumptions on which types of information are more relevant that users would look for when opening a ticket.
Option 1: Assuming that conversation takes most part in ticket process.
Option 2: Assuming task tracking takes most part in ticker process.
Option 3: Assuming upfront ticket information matters most to start the process.
Solicit Feedback
I brought the different solutions to the product team and some super users for review. The team tends to agree that we need a Kanban style for user's to reflect customer's business process in dealing with tickets, given the fact that customers wanted to rely products like Jira to visualize how tickets are moving throughout the time.
Testing & Iterate
Based on internal feedback, I made some edits to the early mocks and built a prototype to do user testing. From the testing, we found couple small issues on how to use the new uploader and rich content editing tool, but overall user were able to quickly adapt to this newly designed functionality.
Final Outcome
We are planning to release this feature soon, and check the success metrics we set in the beginning. Stay tuned for more detials.