Case Study
Project Goal: Build a self-service tool where a user can easily submit, manage and track their IT support requests. A streamlined process that ensures requests go to the correct department, and users won’t rely on a live agent being available.
UX Designer
12 Weeks
UI / UX Design, Prototype
The Problem
As a customer of Electric.ai, my employees need a faster and easier way to create multiple IT requests at one time. Currently, we rely on email or Slack. This frustrates me because it takes a lot of time to get help if agents aren’t available. Requests don’t always go to the correct support specialist, or even the right department.
Design Process
Conducted multiple user interviews to understand the customer journey. Began early sketchs and wireframes, then after team approval moved onto visual design.
I put together a clickable prototype that we tested externally and with current customers to gather feedback on usability. 100% of participants were able to successfully use the prototype and understood how to create a support request. The final design was delivered on time and customers were able to easily send support requests directly Electric.ai associates to fulfill their needs.
