Unifying & Transforming a Legacy Ticketing Platform for a Telecommunications Company
Brief: How can we merge the key features from a licensed ticketing platform for one contingent of our client's users into the future state of our client's proprietary, 20 year old ticketing platform for another set of users? Currently both systems are used by different portions of the TelCo & we need to provide a unified work environment.
My Role: Lead UX Researcher & Senior Visual Designer
Research Highlights: Led ~40 user interviews from ~10 separate TelCo user groups. Created ~19 personas, ~20 empathy maps, & 150 workflows from these interviews. Consolidated research into 286 unique synthesized research findings.
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Tools: Figma, Adobe XD, Miro, & BlueJeans
Timeline: 12 month project from March 2022 - 2023
Overview
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The Team: The Wongdoody team (product & user experience designers, project manager, & client liason) integrated with the TelCo's internal UX team throughout this project. WD began this project by reviewing the internal UX team's foundational research & project plan. The internal team collaborated on our research strategy & design. When WD was unable to execute new feature design within theTelCo's existing design system, we collaborated with their internal team to expand the design system to meet the new ticketing platform's UI needs. We also worked closely with the internal team on providing user stories to development & sharing new builds with development. All design sprints were reviewed with the client's internal team, who provided feedback & jumped in to help us problem solve when design challenges arose.
Research: We supplemented the TelCo's UX team research with WD research including interviews with TelCo employees & end users of both ticketing systems (~10 separate teams, ~40 users) that focused on understanding how engineers & supervisors used each system daily, when they needed to swivel to outside systems to work tickets, & how each system could be improved. We generated 19 personas, ~20 empathy maps, & 150 workflows from these interviews along with 286 unique synthesized research findings. From here, we categorized research findings & began prioritizing features & screens to integrate & redesign. We supplemented our research with a design workshop with additional users.
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Discovery: We worked collectively with the TelCo's team of leadership & experts in order to understand their business goals & the makeup of the licensed & proprietary ticketing systems. With this understanding, we were able to map out workflows of TelCo engineers & supervisors, conceptualize customer journeys, & build detailed sitemaps of the two systems we were merging. As a result, we were able to gain insights & resource the information that was necessary to re-design the proprietary ticketing platform to help all users efficiently & accurately work diverse tickets.
Our Approach:
Discovery & Design in Sprints
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Discover (2 Months): Create a clear approach & roadmap that can be used to establish
an effective Foundation Design Phase. Conduct interviews with end users of both ticketing platforms supplemented by additional user group. Incorporate foundational research compiled by TelCo's internal UX team.
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Design (7 Months): Establish the design & product specifications for TelCo's new proprietary ticketing platform MVP which has been validated with business & with users for effectiveness in achieving clearly-defined outcomes.
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Build - Alongside Design (9 Months): Implementation sprints alongside design team sprints in collaboration with TelCo's internal UX team & development teams.
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User Adoption - In Progress (3 Months): Create a holistic User Adoption Strategy and a comprehensive Communication & Marketing plan for the launch of the TelCo's new proprietary ticketing to each of it's seven centers.
Our Solution
Show users the right information at the right time to help them take the right action.
From our research, we discovered key user pain points including time-intensive form completion, heavy swiveling, data-heavy displays, weak search tools, manual data validation, &inefficient ticket navigation.