HCLTech: Ticket Management PoC

PoC Overview:

Streamlining the processes of ticket management, and aiming to reduce complexity and improve usability, ultimately leading to increased efficiency, customer satisfaction, and operational effectiveness within management-oriented industries.

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Challenge:

‍1) Depth of research and iterative design processes with a limited timeline.

‍2) Gathering meaningful user feedback within the limited timeframe.

Solution:

Showcase the chatbot's capability to enhance user experience by providing personalized recommendations, handling booking inquiries, and improving customer engagement.

Result:

‍1) User-friendly ticket management system interface aligned with the ticket management platform's branding and visual identity.

‍2) Visualized the Ticket Management System's flow and functionality.

‍3) Positive UX feedback from the management.

Role:

I was part of the process start to finish.

‍1) Helped with competitive research.

‍2) Helped design the main flow and UI design.

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UX Process:

Our journey commenced with thorough research, delving into competitive analyses of on-demand delivery. A series of collaborative whiteboard sessions enabled our team to conceptualize and refine a user-centric experience, ensuring intuitive usability and seamless interaction flows.

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Persona:

Our goal was to create a persona to represent typical user archetypes, consolidating diverse user needs, goals, motivations, and pain points into tangible profiles.

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Journey:

Our goal was to define and refine the logical pathways users follow within the system and outline the steps. By mapping out our user flow, UX we were able to optimize the user interface (UI) design, streamline user interactions, and ensure that the product is intuitive and easy to use, in doing so enhancing overall user satisfaction and usability.