Ryan G. Wilson UX Specialist

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Work Examples

Johnson & Johnson

Role: Product Designer

Client

Acorio, 2017

Created for: Bitovi

Project Phases

Discovery Phase

Tools

Research, Sketch

Overview

Bitovi was asked to help with the product discovery for the improvement of an internal ticketing software tool used at Johnson & Johnson

Problem Statement

Johnson & Johnson had an internal ticketing tool, yet their employees were calling customer support for help with issues that the automated ticking tool could support at a high rate. The client wanted to decrease the number of calls into the support line and increase usage of the automated ticketing app.

Process

We were engaged for an eight-week discovery phase to identify the requirements for refining an internal ticketing tool. We began by performing at two different user interviews and user observations at a J&J facility in New Jersey, as well as remote interviews and observations with international J&J employees. It was our goal to streamline the ticketing process, however, we found that employees were not aware of the availability of the product, or had a negative relationship with the ticketing application.

Value Provided to Users

  • Captured a detailed understanding of what users are looking for in a ticketing system
  • Increased awareness of self-support
  • Recommended a streamlined user flow to reduce time to report an issue
  • Recommended uniform design patterns to increase usability of UI

Outcome

We created and vetted improved user flows that would be more user-friendly, would direct users to use the self-service documentation, and empower users to find solutions before contacting the support team. From those flows, we created and tested an updated wireframe prototype concept.