Overview

The objective is to create an exceptional experience that helps IT Service Management (ITSM) analysts access and manage their tickets. The ultimate goal is for Ca Tech to establish a leadership position in this domain by successfully implementing this redesign project.

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Role

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I led the design effort to research, strategize, and design a modernized experience to help Ca ITSM Analysts to access and triage their tickets more effectively.

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+ Design Team Lead
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+ Design Strategies

+ Research Synthesis

+ Visual Design Directions

+ Design System

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Constraints

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When I began the project, I faced several limitations, such as:

• Working independently as a designer

• The task of extracting key insights from existing ethnographic research to develop design solutions

• Delivering significant UX features within six months to showcase the redesigned product at the CaWorld ConferenceDesigning for the newly introduced Angular JS framework

• Adapting to changes in management and shifting project goals.

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Research Synthesis

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After reviewing research data provided by an external agency and discussing it with internal stakeholders, we discovered several important insights.

Specifically, our current ITSM tool has limitations that force Tier 1 Analysts to rely on workarounds to provide satisfactory customer service.

This is due to a ticket-focused approach and faulty SLA metrics, which cause analysts to prioritize the easiest tickets first.

To ensure the success of the project, we must address two key questions:

1. How can we help Dustin, a Tier 1 analyst and our primary persona, be more proactive about his shift changes? And

2. How can we assist him in prioritizing his queue?

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Concepts

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The Weather Concept:

The idea of "Weather" was generated during a team brainstorming session aimed at addressing the question: "How can we assist Dustin, a Tier 1 analyst and our primary persona, in being more proactive about his shift changes?"

I began by sketching my ideas with pencil and paper, and then progressed to creating wireframes before finally producing high-fidelity designs. Throughout the wireframing process, I experimented with various design solutions to determine the most effective options for enabling the analyst to complete their tasks successfully.

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After numerous iterations and user testing, we have reached the final design of the Weather concept, which is based on the scoring mechanism. 
This scoring model prioritizes an Analyst's workload by highlighting the significance of each incident based on various dimensions. It provides an overview of the work shift, the IT environment, the status of their queue and that of their team, significant issues that may cause potential impact, and potential complications based on historical data. All of this information is presented in an easily digestible format, giving the analyst an at-a-glance view of their day and putting their tasks into context.

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The Ticket Card View Concept

is my solution for “How can we assist Dustin, our analyst in prioritizing his queue?”

The Ticket Card View is a modern display method that empowers analysts and their teams to efficiently manage queues by taking context-based actions."

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Design System

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Deployment

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Results

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"Effective and efficient tool. I've used at 5 other tool flavors, and the training aspect for those was much more extensive than this, with less retention. CA's tool is much more intuitive and user friendly. "
–Nora O, Sr. Director, IT Service Management

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In 2016, the redesigned design received the ITSM Innovation of the Year Award and achieved a SUS (System Usability Scale) rating of 8.3 out of 10 for ease of use. This redesign has been widely adopted in different Service Management tools like LogicHub and ServiceNow, leading to a notable influence on the industry.
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xFlow Interface live on Broadcom

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Takeaway

• The value of collaboration: Collaborating with team members across the organization was essential to distilling and defining information and developing a clear concept for moving forward with the platform.

• The importance of user-centric design: Prioritizing user needs and feedback throughout the design process was critical to creating a user-friendly and efficient onboarding process.

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