To help a Helpdesk application — a UX Case Study

Photo by Clay Banks on Unsplash

Approach ( Identification)

  • constant availability: help should available at all times;
  • consistent user interface: access to and presentation of help information should be the same throughout the system;
  • completeness: all aspects in every detail should be covered, without loose ends;
  • context sensitivity: help obtained should be targeted to the user’s specific context;
  • adaptability: help should be customized to the user’s preference (O’Malley et al., 1983; Orwick et al., 1986)

Assumptions

  • user group is located in a relatively centralized community: onsite employees or in the same vicinity ;
  • help is required for a diverse range of software, hardware, and applications;
  • help should be more task-sensitive and time critical: for example, an onsite employee may be closing a financial agreement and stuck on the very last action of printing the agreement ; .
  • some confidential information is involved: such as social security number and financial turnover numbers of a ;
  • high stress of concurrency and seasonal periodicity of access stress: for example, a final week of financial year ending should have much higher volume than does a winter break.

Scenario

Key Use Cases

  1. Create a Support Ticket :
  • Go to Helpdesk web application and Create a New Ticket.
  • Choose your Department and Role along with the Employee ID.
  • Select the Category of the ticket (Software /Hardware / Application) .
  • (For Example: Software) Select the Software to which is the issue is related.
  • If the issue is already present in the Commonly Faced Issues List, then select the issue from the issue list ; if not create a new issue with uploading supporting document/screenshot/video(optional) while agreeing to the Terms and Conditions.
  • If the issue is from the commonly faced issues list , User will be presented with a brief summary and steps to solve the same but if not happy with the solution ; a user can create a fresh new ticket to with uploading supporting document/screenshot/video(optional) while agreeing to the Terms and Conditions.
  • User is provided with a unique Ticket ID for future reference.
  • Go to Helpdesk web application and Track an existing Ticket.
  • Search via Ticket ID or Employee ID and Ticket Status.
  • User Views the Ticket Audit Trail and if any textual resolution are provided by the Helpdesk Agent with supporting help documents.
  • User have option to re-open the ticket and accept the resolution and rate the resolution.
Employee Task Flow
  1. Resolve a Support Ticket :
  • Login to Helpdesk Application.
  • On the dashboard under different categories , user chooses to see the tickets assigned .
  • User chooses a ticket and views the details .
  • User can either contact the employee who have raised and give resolution online or can provide a Textual Resolution with supporting help documents and mark the ticket as “Resolved”.
  • While marking the ticket as “Resolved” , the user have to select the channel of communication used to resolve the ticket.
Dashboard : Helpdesk Agent

Design Conclusions

Resources

  1. https://pdfs.semanticscholar.org/7f81/6d84f8d340fca0759c2b651930d170586c09.pdf
  2. https://www.spiceworks.com/it-articles/it-help-desk/
  3. https://www.teamsupport.com/blog/must-have-help-desk-ticketing-system-features
  4. https://uxplanet.org/filing-a-complaint-a-ux-case-study-b0d5d6e188c8
  5. https://www.interaction-design.org/literature/article/norman-s-three-levels-of-design
  6. O’Malley, C., Smolensky, P., Bannon, L., Conway, E., Graham, J., Sokolov, J. and Monty, M.L. (1983), “A proposal for user centered system documentation”, Proceedings of the CHI’83 Conference: Human Factors in Computing Systems, ACM Press, New York, NY, pp. 282–5.

User Experience | User Research | Human Centered Design | Behavioural science

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Amit Chotia

Amit Chotia

User Experience | User Research | Human Centered Design | Behavioural science

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