MyTech • Support Ticket

Concept
Guerilla testing
User Interviews
Workshop facilitation
User flows
Wireframes
Prototyping

Q2-Q3 2024

UX Designers (Team of 3)
UX Manager
Product Managers
UX Research

MY CONTRIBUTION

YEAR

TEAM

Onboarding form fails to provide users with relevant information to complete

Onboarding form fails to provide users with relevant information to complete.

Generic support experience

The one-size-fits all approach fails to address the diverse needs of users.

Limited self-service capabilities & personalization

Users are unable to find solutions independently, increasing ticket volume and agent workload.

Poor data for analysis

Inadequate tracking and categorization hinder performance measurement and process improvement.

THE PROBLEM

The problem

Onboarding form fails to provide users with relevant information to complete.

SOLUTION

RESEARCH & UNDERSTANDING

Personalized, tailored options & enhanced ticket management

SOLUTION

  • Tailored support: Options appear based on your specific device and/or application

  • Accurate data: Devices users' own will accuratly display in the web application - providing specific solutions to selected device

  • Enhance ticket management: Simplifying the submission process, accelerating resolution times and minimizing ticket transfers. Ultimately reducing support tickets by 50%, reduction of time to resolve and reducing support calls.


"MyTech should be smart enough to know all of this."

PROTOTYPE

Watch me in action

Well, yes, yes participant 2 I agree.

Myself and two of my other colleagues who worked on this project conducted in-person user interviews and usability testing on the current experience. With eight participants revealed a clear need for a simplified, personalized ticket submission process.



COMPETITIVE ANALYSIS, USER FLOW & WIREFRAMES


Something new

So…many…iterations

Encompassing the solution

Before we hopped into any UI work, we took a look at other leading platforms to get an idea of what it feels like to get support. A few commonalities that make these experiences successful:

  • Search

  • Detailed categories and subcategories

  • Device specific help - system knows my owned devices and accessories

  • Multiple ways to get support

I came up with a new wireframe concept for getting a solution and ultimately submitting a ticket. This includes the north star concept.

Based on time-constraints and urgency for this project, my original concept was scrapped. We were shifted to create something that could be implemented quick. But what about our user needs?

After feedback sessions with product, tech, and the business, it was decided to go with the original concept that was pitched. With user feedback, and collaboration across the business, we iterated on the designs and landed on our final solution.

FINAL DESIGNS

New design

Original design

Categorized support tickets

With the new categories and subcategories, users can confidently select an issue and eliminate confusion.

Accurate data

User's owned device and software license and applications now reflect accurately.

Ticket routing correctly

Working with technicians, we ensured we captured the many topics and subtopics for support issues. With the refined categorization, tickets will route to the correct technician, decreasing time to resolution.


Be vocal with your concerns

WHAT'S NEXT AND WHAT I'VE LEARNED

This product is currently in production. The next phase consist of self-service troubleshooting and knowledge articles based on users' issue.

What I've learned:

• Scaling a product to work across a vast array of users and use cases.

Let's chat - hello@tatiwashingtonux.com

Tech support not supporting associates needs with generic topics and no personalization

THE PROBLEM

SOLUTION

Need for a simplified, personalized submission process

Users expressed frustration with the current system, emphasizing the importance of easy-to-complete forms, pre-populated personal and device information.

Clear topic and sub-topic options

Users experience many issues with devices, software and much more. The limited topics and sub-topics made it difficult for associates to select the correct one. Thus, routing to incorrect technicians and increase time to resolution.

These insights will inform the redesign of the ticket submission process to create a more efficient and user-centric experience.

CONCEPT FLOW