This Project Represents
- Performing the end-to-end UX process
- How efficiently I work
- How I collaborate with stakeholders and teams
- My focus on creating user-centered products
- User testing internationally, across time zones
- Prototyping in InVision
- Creating, scheduling, running, and analyzing user tests
Overview
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.
Difficulties
I was engaged for an eight-week discovery phase to identify the requirements for refining an internal ticketing tool. I began by performing at two different sets of user interviews and user observations both onsite at a J&J facility in New Jersey, as well as remote interviews and observations with international J&J employees.It was my intended goal to make recommendations to streamline the ticketing process, however, I found that many employees were not aware of the availability of the product, or had a negative relationship with the ticketing application. One of the difficulties I encountered on this project was that the team I was working with did not fully realize the UX process and saw my role as recommending visual UI improvements and redesigning the product page by page.
Solutions
- I worked a flexed schedule to accommodate meeting times with international testers
- I worked with translators provided by J&J to assist during user testing to help when translation was needed
- I advocated for the UX process, gave demonstrations in team meetings to support my methodology, and hosted UX training sessions to support changing minds
- I compromised in my UX process, making sure to provide high-fidelity visual representations to satisfy the stakeholder while still doing the right thing for the UX process in the background
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
- I 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
- I created and tested an updated wireframe prototype concept
- I performed heuristics reviews and UX design reviews of the product
- I provided high-fidelity mockups for screens that needed improvement based on patterning and similar components identified in reviews
