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Project Duration: 2 weeks

My Role: Evaluate user requirements, process flow, sitemaps, information architecture, user interface & mockups, prototyping

Challenge:

Smart Printers is a company which provides printers to corporate offices and multinational companies for office use. Certain technical mishaps & issues are inevitable to take place and hence, there is confusion & problem faced by the user if they want to raise a complaint or book an engineer to solve the issue.

Similar problem is faced by the engineer from the service provider’s side as the users are unable to specify the proper product & the model details to the engineering team.

Solution:

Therefore, an app can be a possible solution through which the users will be able to raise tickets regarding the technical issue as well as they’ll be able to scan the product for it’s exact details and this shall be allocated to the necessary team as per the priority set.

This also be easier for any of the engineer as they will be able to view the parts which need to be replaced.

Design Process:

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Competitive Audit:

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Freshdesk

  • Tickets, Groups, Priority, Ticket no., Search button,Notification bar, Merge, Add Note, Add Tags, Discuss bar, Star option,Contact Details, tutorials

  • Both, Mobile & Desktop versions available

  •  $$$

  • Navigation is easy to understand and clean UI

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RaiseaTicket

  • Free Ticketing Helpdesk System Teams and Agents

  • Web & email ticketing

  • Track time spent on each ticket

  • Dashboard and Reporting

  • Knowledge Base

  • Free

  • Navigation is easy

  • Available on desktop version & browser version

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Zoho

  • Multichannel ticketing

  • Work modes

  • Intuitive ticketing viewing

  • Context aware system

  • SLA’s

  • Real time insights

  • Ai chatbox

  • Available on both CRM desktop & mobile version

  • Intuitive navigation

  • $$$

User Personas:

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Paper Wireframes:

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Lo-Fi Wireframes:

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Login Screen.png
User Choice Screen.png
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Notifications Screen.png
Ticket Screen.png
Contacts List.png
Settings Screen.png
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Visual Design:

High Fidelity Mockups:

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High Fidelity Prototype:

Insights:

  • Since, this product will be used internally, many features such as Email Ticket Generation, Discussion Groups, Analytics  etc is missing

  • The future development of this app holds a lot many features and if possible a Dashboard level application which can be accessed via a desktop

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