My journey at Sysaid
What I did
Data and system architecture
SaaS UX design
UI product design
Conducted research
Complex system solution
Working alongside R&D teams
Introduction & Project overview
SysAid, a global leader in IT Service Management (ITSM), embarked on Project "Oasis" with a mission to revolutionize the future of ITSM. My role in this ambitious endeavor was pivotal, as we aimed to redefine the ITSM experience for millions of users worldwide.
Role & Responsibilities:
As a product designer at SysAid Technologies, I played a central role in shaping and constructing the "Oasis" platform.
This section delineates my responsibilities, contributions, and noteworthy achievements throughout the project.
Deciphering Complex ITSM Terminology
Analyzing and simplifying intricate ITSM terminology to ensure clarity and accessibility for users of all expertise levels.
Utilizing insights to transform complex data into actionable design solutions.
Creating Empathetic User Journeys
Crafting user journeys that resonate with real users
Prioritizing human-centric design over abstract metrics.
Simplifying Complex Systems
Collaborating with cross-functional teams to streamline complex systems
Ensuring a cohesive visual language and intuitive user experience.
Tracking User Engagement and Feedback
Monitoring user engagement and feedback to iteratively refine the platform.
Ensuring alignment with user needs and project goals.
Unfortunately, I cannot provide specific persona details, scenarios, or flows due to the non-disclosure agreement
While specific details are restricted due to NDA constraints, I'm happy to provide general insights and share from the project's overarching goals and achievements. For further information, feel free to reach out to discuss in more detail.
(the platform in early stages, prior to "Oasis" project, As you can see, the platform itself had a very packed and sometimes redounded amount of features and sometimes even multiple solution for same issue )
Every bird has a chirp
Understanding user personas was essential in designing a platform that meets the diverse needs of IT professionals. This chapter presents detailed insights into three key personas: The Busy IT Manager, The Skeptical Newbie, and The Collaborative Team Player.
Persona 1: The Busy IT Manager
Overworked and constantly juggling priorities, this manager needs a platform that provides a high-level overview of service delivery, allowing them to track SLAs, identify bottlenecks, and delegate tasks efficiently.
Goals:
Improved visibility into team performance, faster issue resolution, reduced time spent on manual tasks.
Frustrations:
Siloed data, cumbersome reporting tools, lack of actionable insights, inability to easily delegate tasks.
Scenario: The manager receives an alert about a high-profile service outage.
Flow: They quickly access a real-time dashboard showing affected users, incident details, and SLA progress. They identify the impacted team and assign the issue with clear escalation guidelines. They track progress through automated updates and communicate effectively with stakeholders.
Persona 2: The Skeptical Newbie
Unfamiliar with the platform and hesitant to change their existing workflow. They require clear guidance and a supportive experience to build confidence.
Goals: Learn the platform quickly and easily, access relevant training materials, get help from knowledgeable support staff, avoid making mistakes while using the system.
Frustrations: Complex terminology, lack of onboarding resources, unhelpful error messages, difficulty finding information, feeling overwhelmed by features.
Scenario: The new user needs to submit their first ticket.
Flow: They access a guided walk-through explaining the different ticket types and appropriate selection criteria.
They fill out a pre-populated form with relevant details and receive an automated confirmation email with expected resolution timelines. They can track the ticket's progress and ask questions via an in-app chat feature if needed.
Persona 3: The Collaborative Team Player
Values teamwork and relies on effective communication to resolve complex issues. They need a platform that facilitates collaboration across teams and departments.
Goals: Work seamlessly with colleagues on tickets, share knowledge and resources, escalate issues efficiently, track team performance and identify areas for improvement.
Frustrations: Siloed communication channels, lack of collaboration tools, difficulty tracking shared responsibility for tickets, inefficient escalation processes.
Scenario: The team needs to resolve a major service outage impacting multiple departments.
Flow: They create a collaborative workspace within the platform to share updates, assign tasks, and hold online meetings. They leverage built-in communication tools like chat and video conferencing to stay in touch and share expertise. They track progress collaboratively and celebrate successes as a team.
Challenges & Solutions
Journey mapping was an integral aspect of Project "Oasis," involving the meticulous mapping of users' journeys through the ITSM process.
Within the context of digital and user experience design, journey mapping encompasses both the on-stage and back-stage experiences, delineating consumer-facing and provider-facing aspects, respectively. The journey map serves as a visual representation of each step in the user experience, from initiation to completion, with emotions attributed to each step to identify improvement opportunities.
For Project "Oasis," journey mapping commenced with an assessment of the current experience, serving as a foundation for envisioning the future state. In conjunction with process mapping, journey mapping is complemented by the creation of a RACI (Responsible, Accountable, Consulted, Informed) matrix, documenting both the process and each stakeholder's role to ensure widespread adoption.
Once we had clear understanding of what the challenges were, we dove straight into finding the best solutions according to our insights and conclusions we gathered based on our work and tight deadlines, starting to construct the best ITSM system we can.
Here are some key challenges and solutions my team and I have come up with:
Challenge #1:
Addressing the complexity of ITSM terminology and data analysis
The solution:
To tackle the intricate landscape of ITSM terminology and data analysis, our approach involved developing intuitive tools and interfaces. We focused on simplifying workflows by breaking down complex processes into easily digestible components. This included:
Streamlining terminology: We reevaluated and simplified technical jargon, ensuring that terminology across the platform was intuitive and accessible to users at all levels of expertise.
Visualizing data effectively: We implemented visual aids and data visualization techniques to present complex information in a clear and concise manner. This allowed users to interpret data insights more efficiently and make informed decisions.
User-friendly interfaces: We designed user interfaces with a clean and intuitive layout, prioritizing ease of navigation and task completion. By incorporating familiar design patterns and intuitive interactions, we aimed to reduce cognitive load and enhance user experience.
Outcome:
The implementation of intuitive tools and interfaces resulted in a significant improvement in user understanding and efficiency in navigating the platform. Users reported a reduction in confusion related to terminology and data analysis, leading to increased confidence in using the system. As a result, users were able to perform tasks more efficiently, ultimately contributing to higher productivity and satisfaction levels.
Challenge #2:
Encouraging platform adoption among skeptical users
The solution:
To address the challenge of encouraging platform adoption among skeptical users, we empowered guided walk-throughs and clear onboarding resources. Our approach has always focused on providing users with comprehensive guidance and support throughout their onboarding journey. This included:
Guided walk-throughs: We developed interactive tutorials and guided tours that walked users through key features and functionalities of the platform. These walk-throughs provided step-by-step instructions and practical examples, helping users familiarize themselves with the platform in a structured manner.
Clear onboarding resources: We curated a collection of onboarding materials, including instructional videos, user guides, and FAQs, to support users at every stage of their onboarding process. These resources were easily accessible and tailored to address common user concerns and challenges.
Outcome:
The implementation resulted in increased user confidence and a reduced learning curve for new users.
Users reported feeling more supported and empowered to explore the platform independently, leading to faster adoption rates and higher engagement levels.
As a result, the onboarding process became more efficient and effective, ultimately contributing to a positive user experience and long-term user satisfaction.
Challenge #3:
Facilitating collaboration across teams and departments
The solution:
Focusing on creating collaborative workspaces and integrated communication tools. Our approach aimed to break down silos, promote knowledge sharing, and streamline communication processes. This included:
Collaborative workspaces: We designed dedicated spaces within the platform where teams could collaborate on projects, share updates, and coordinate tasks in real-time. These workspaces provided a centralized hub for team collaboration, fostering a sense of unity and cohesion among team members.
Integrated communication tools: We integrated communication features such as chat, video conferencing, and file sharing directly into the platform. This allowed team members to communicate seamlessly without having to switch between multiple tools or platforms, improving efficiency and reducing communication barriers.
Outcome:
The implementation of collaborative workspaces and integrated communication tools led to enhanced teamwork, streamlined issue resolution, and improved knowledge sharing. Teams reported increased efficiency in coordinating tasks and resolving issues collaboratively, leading to faster response times and higher productivity levels. Additionally, the centralized nature of the platform encouraged cross-functional collaboration and information sharing, ultimately contributing to a more cohesive and agile work environment.
Challenge #4:
Pushing the Boundaries:
The solution:
I never settled for “good enough”. In a rapidly evolving landscape, it was essential to continuously innovate and push the boundaries of what our ITSM platform could offer.
We needed to stay ahead of the competition to meet and exceed user expectations.
Embracing constant competitor analysis and maintaining a thirst for innovation, this relentless pursuit of progress drove us to explore new ideas, technologies, and design approaches.
Outcome:
Our commitment to pushing the boundaries resulted in a platform that stood out in the market, offering innovative features and capabilities that set us apart from competitors. Users were delighted with the platform's advanced functionalities and intuitive design, leading to increased adoption and market recognition.
(Above: Overview from the final product, inside the ticketing platform and from the settings** from what I can share)
What I Learned
During my time at Sysaid technologies, I have learned few things Im glad to share:
Information is a beautiful beast: never be afraid of a pile of information as it may serve you well, if you’ll read it and listen carefully
Challenge yourself and be comfortable with being uncomfortable.
Iteration is the key to progress: Every click, every comment, every piece of data fueled continuous improvement, reminding that perfection is a journey, not a destination.
Never stop asking: yourself, your goal, your teammates, As our job is to provide answers.
Never stop pushing ideas: even if it sounds, feels and looking weird at first, even if they don't accept the idea at first, don't give up a possibility to innovate a solution.
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