Sygma Ticketing
System
How I redesigned a customer service dashboard to boost agent’s efficiency and success rate
The problem
Sygma offers various services to numerous companies, including Cloud Services, Virtual Machines, Password Management, and Cloud Backup. To help their customers better, Sygma made a special in-house ticketing system to manage customer service requests.
Sygma wanted to redesign this system to make it easier for their team to solve customer problems quickly, and improve their overall customer service.
Scope of work
- User research
- User Experience redesign strategy
- Wireframe design
- Prototyping
Identifying the pain points
The confusing interface has been clearly identified as the main pain point in their current system.
According to interviews with the customer service team, some features are not being used effectively, while other essential features are hard to access.
Understanding who are the users of the system
I reviewed a recording of how agents typically interacts with system’s features.
I also conducted interviews with the agents, asking them to identify the most useful features and which ones could be hidden or removed without affecting their regular tasks.
One of the limitation of this project is to minimize changes in the existing process.
This approach will allow agents to follow the same general workflow while benefiting from an improved interface. This will make it easier for the agents to accept and adapt to the changes.
Mapping the current process.
I crafted the user story: “As an agent, I want to review and address the customer issue so that I can resolve the ticket.” Using this user story as my guide, I then mapped out the user flow to ensure I understand the process.
I conducted an audit of all the features in the system.
I made an inventory of features and used the input from the interview and observation of the users to come up with the category of these features. The features were then evaluated into three categories: visible, hidden, and optional (can be removed).
Using design heuristics, I took note of the points for improvement in their current design.
Here are some notes for improvement to the UI/UX of the previous design
I identified the messaging feature as the top priority for improvement
While their current dashboard may not be the most visually appealing, it is functional. However, the primary bottleneck lies within the messaging feature.
Effective communication between the customer, agent, and technical team is crucial for successful customer service, making it essential to address this issue.
Therefore, my solution is to select the most relevant tools identified during the interviews and integrate them into the messaging feature.
Another priority would be to give the users the ability to multi-task.
The second key improvement is enhancing the user’s ability to effectively multitask, enabling them to address multiple tickets at the shortest amount of time.
My suggested solution is aimed to help agents seamlessly switch between multiple tickets while minimizing, if not eliminating, errors.
Here are the main screens for the ticketing system
Dashboard and filters
Ticket communication features
Ticket management features
The project was handed over for development
To ensure a smooth handover, I provided the developer with detailed and clear instructions, outlining all key elements of the design and functionality.
The project has been thoroughly reviewed and accepted, and it is now moving forward into the development phase.
Design System
File Management
Design Annotations
Prototype
For the next steps, I recommend to conduct a user testing to see how these changes affected the agents.
Dealing with the limitations can be both challenging and fun
The agent’s ability to adapt to the new design has been my main consideration. This consideration has limited my exploration to improve the process.
I’ve been careful not to deviate too much from their current setup which limited my approach to redesign only the user interface.
However, this challenge pushed me to creatively explore every possibility within the (hypothetical) box, and to look into the design improvements without disrupting the existing user flow.
Additionally, if I were given a chance to work on the project again, I would explore the end-to-end scenarios from adding new tickets to archiving old or resolved tickets.