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Match System & Real World
Functions should not contrast what they are in the real world. The existing messaging window did not match the mental model of real world messaging components.
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IBM Cloud • Support
Overview
Role
Deliverables
Conduct an intensive heuristic evaluation along with an examination of customer feedback to identify & correct existing fundamental design issues within IBM Cloud's Support ticket management UI.
Product Designer
Research
Strategy & vision
Heuristic eval
Redesign
Prototype
An inspection method that helps identify usability problems in UI design examining and judging its compliance with recognized usability principles.
What is a Heuristic Evaluation? Based loosely on NN/g Usability Principles
"Customers can spend less time guessing and more time getting the results they want if we make incremental improvements to the usability & efficiency of our UI."
Why is this important?
IBM Cloud customers submit over 100,000 tickets every month. They must correspond & track each of their tickets through the current UI.
Heuristic Evaluation
An in-depth heuristic evaluation helped me uncover a list of fundamental design violations and issues that existed in the current UI.
1
Incremental fixes to the UI to reduce friction
2
Enhace layout & discovery of features
Express the consequences of user actions in the UI
3
4
Match our system with real world examples
Prototype
preview
Customer feedback
Our customers were unhappy with support system UI. Direct feedback & inquiries validated the heuristic evaluation findings.
Design priorities
Heuristic evaluation examples
Mindful design
Consistency
Words, labels and functions should be consistent.
The “create new case” button was appearing in random locations in the UI.
AS-IS
TO-BE
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AS-IS
TO-BE
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Product results & impact
Reduction in overall number of submitted support tickets
Increased NPS scores
Increased access metrics for Support Center FAQ's
Reduced time between first attempt at self service and case creation
Recognition over recall
Let users choose based on recognition. Some information abbreviates into ambiguous or invisible terminology
Support case management UI
Design proposal