Project
ASIO Ticketing
Industry
SaaS, B2B support
My Role / services provided
UX / UI Designer
Client / Project
Connectwise
Date
Jan-2023 Dec-2023
Revolutionizing IT Support for Seamless Operations
Imagine a small bakery (the Client) that needs help maintaining its systems. A (possibly small) IT support company (The Partner) handles their computers, printers, and security. However, in small businesses, complex problems can overwhelm experienced technicians. This is where ConnectWise comes into play, supporting Partners and Customers to manage all networks and devices. It offers comprehensive solutions, specializing in professional services automation software for efficient IT operations. Extensive coverage presents the challenge of offering a unified experience, where Partners and Clients leverage their expertise and alleviate the complexity of seemingly disconnected solutions.
Connectwise's ASIO Project
ASIO is ConnectWise's solution to the challenge of managing multiple disconnected solutions. It centralizes access to various services on one platform, streamlining workflows for a cohesive user experience. The consolidation of ConnectWise's products into this unified platform took three years, involving a team of over 200 developers, 30 designers, and numerous stakeholders, including POs, PMs, and TLs.
The ASIO Ticketing project by the numbers
My contribution
I joined the ASIO platform ticketing module as the UX Owner of the project on march 2023, and worked about 10 months on the process of crafting the experience that would allow all users to seamlessly create, work and resolve, or escalate support tickets.
My role involved
- Gathering of business requirements.
- Documenting flow diagrams to validate possible scenarios.
- Crafting wireframes, prototypes and validating all of these with real users.
- Providing UI quality assurance to dev teams.
- Facilitating research interviews,
My role was central to the agreements multiple stakeholder needed to convey to needed to make it happen.
Project's Timeline
The Process
To address these challenges, the project embraced user-centric design principles. Detailed personas and user journeys were crafted to prioritize user needs and guide the customization options for different business verticals. Collaborative prototyping using lo-fi and functional prototypes facilitated early feedback, fostering alignment among the design and engineering teams.
The integration of the existing design system, Asio Neon, was adopted, providing support for common patterns and enhancing preexisting ones. The implementation of a multi-layout approach allowed for flexibility while ensuring a cohesive user experience.
Key learnings
Team Collaboration is Paramount:
Successful UX outcomes rely on effective communication and collaboration between designers and engineers.
Ensuring alignment with a large design team requires clear documentation and ongoing support.
Balancing Customization and Consistency:
Finding the right balance between customizable features for different verticals and maintaining a consistent UX pattern is crucial.
Iterative testing and user feedback are essential to strike the right equilibrium.
Adaptability is Key:
The ability to adapt and enhance an existing design system proved instrumental in expediting the project without compromising quality.
Flexibility in design approaches allows for quicker responses to evolving project requirements.
SOLUTION
The culmination of these efforts resulted in a refined ticketing experience, seamlessly integrated with the Asio Neon design system. The implemented multi-layout approach offers users tailored experiences while adhering to established UX patterns.
Ticket queue provided multiple ways to access the right ticket in no time
Ticket detail screen provided quick access to customized workflows, tailored to the users needs
User´s main Dashboard. This provided integration for multiple features and projects
Drag and drop PODS where created to fulfill UI needs for dinamic workflowMultiple AI assisted PODs where delivered to make ticketing workflow easier
Drag and drop PODS where created to fulfill UI needs for dinamic workflow
Multiple AI assisted PODs where delivered to make ticketing workflow easier
CONCLUSIONS
The ConnectWise ticketing system project not only addressed immediate challenges but also laid the foundation for a scalable and adaptable solution. This endeavor showcases the significance of a well-executed UX strategy in a dynamic and multi-vertical business environment. The key learnings underscore the importance of collaboration, balancing customization, and consistency, and the value of adaptability in design approaches. This case study sets the stage for future UX initiatives, emphasizing the positive impact on both user experience and overall business success.
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