Overview
A client asked my team at Harman to design a solution for tickets raised to remediate an issue. Absence of single tool to handle a ticket arose issues like delay, error, and confusion amongst their global team.
To solve this problem, we designed Remediation tool that provides a single platform to raise, track and resolve a ticket. It makes the ticket process easy, transparent and collaborative amongst the global teams.
Challenges
How to translate huge information from excel into easily digestible steps?
How to enable users to take required actions while maintaining the privacy?
Strategy
We gathered all the data from excel and arranged it in appropriate buckets. This helped in creating a clear mental model of different stages of ticket lifecycle. It also helped us in understanding how the handover happens at every step and what actions are required to do that.
ROLE
UX & Visual designer
TEAM
Myself, Design lead, PM
Information Architecture
Wireframes
High-fidelity wireframes helped us communicating our vision to our clients. I used Invision to create prototypes and took client feedback through it. This helped us lock down all the functionalities, interactions and layout before getting into nitty gritty details of visual design.
Visual Design
High fidelity wireframes helped us hit the ground running. We applied brand guidelines of the company and used colored bars for quick status scan.
