A large software development company delivering software solutions to telecoms and providing a call center service for troubleshooting customers' problems.
Troubleticketing allows to register incidents, provide preliminary analysis and deliver incident tickets to internal departments (developers, network or implementation engineers) tracking them down to the final resolving. The company aimed to reduce costs by lowering their employees’ workload. In their user interface, all tasks were placed on a single screen with variety of fields that were required at different stages of task completion. Each engineer worked on about twenty issues simultaneously but didn’t have an integrated view and therefore had to page tickets one by one. Navigation and information design were very poor since paths to key functions were hidden at other pages.
New information architecture arranged user tasks across three pages:
The new solution has radically streamlined the troubleticketing process by eliminating traffic jams in searching issues, filling in forms and inter-department communication. Our design solution improved usability of exploration and navigation of the ticket tracking system and in particular improved work efficiency literally in times.