New ticket history view (2024)

Methods: user interviews, prototyping, handoff, prioritization, solution fragmentation, data analysis

Tools: Figma, Google Sheets, Notion, Clarity, Mixpanel, Intercom

Context

Tiflux is a help desk and support SaaS that enables ticket management. The ticket history page records all actions taken, ensuring traceability and transparency in the service.

However, this page presented challenges that impacted usability and user efficiency:

These problems were identified through in-depth interviews with customers and the support team, which has direct contact with users.

Challenge

Our goal was to redesign this page to make the experience more fluid, ensuring that users could quickly find the information they needed without cognitive overload. To do this, we rethought the structure and organization of the timeline, taking into account the entire user journey and their goals when accessing this screen.

Solution

Given the comprehensive scope of the redesign, we opted for a gradual implementation, divided into several stages:

After implementation, we monitored the impact of the change through data analysis and new interviews with users. The feedback indicated a significant increase in ease of use, allowing customers to locate information more quickly and efficiently, improving their workflow and service.