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BetterTicket is an IT help desk ticketing system designed to simplify ticket creation, tracking, and communication between users and IT staff. The goal of this product is to improve IT efficiency through a cleaner system, easier workflows, clearer updates, and faster response times for users.
- Anna Sehgal - Contributed to competitive analysis, heuristic evaluation and analysis, initial and converged sketches with descriptions, personas and scenarios, findings related to personas and scenarios, the methods section, the report, and introduction on main page, sorted the structure of wiki pages.
- Alexes Gonzalez - Contributed to competitive analysis, heuristic evaluation of Zendesk, helped write the Phase I introduction, caveats, and main page Executive summary, worked with Personas and scenarios creation.
- Kenshin Kt Chue - Contributed to the competitive analysis of existing IT ticketing systems, conducted a heuristic evaluation of Zendesk, helped write the Phase I Findings and Conclusions sections, and reviewed the project documentation for errors and improvements.
- Personas and Scenarios
- Sketches and Diagrams
- Wireframes - Coming Soon
- Prototype - Coming Soon
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Competitive analysis revealed that competing ticketing management systems offered similar strong core features but often lacked the detailed communication and transparency for the end user. Most systems had the absence of ticket progress and issue resolution.
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Heuristic evaluations of our close competitors, we have identified key weaknesses; being in interface complexity, error tolerance and overall streamline usability most competitors seem to overcomplicate their user experience. These findings are establishing our guidelines for building and improving our service.
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Users of this type of service prefer a streamlined and efficient ticketing system which in their experience provides clear and detailed updates throughout the ticket process. Rather than vague answers and lack of issue resolution. Transparency and communication are vital for the user. They want to understand issues being resolved and given steps in case it happens again.
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Personas and scenarios were created to reinforce findings and our evaluations by creating narratives of our potential users. Covering both sides of the ticket progress from the team member to the end user in hopes of fixing their problem.
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Low-fidelity sketches and diagrams have been created to establish an initial visual direction for our service, emphasizing simplicity and flexibility. These designs allow for continuous adjustments as user needs and project requirements evolve.
!!!Put phase II Executive Summary here!!!
!!!Put phase II Executive Summary here!!!