got

IT Done

My journey at Sysaid

got

IT Done

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

Project type

ITSM

b2b

b2b2c

data

SaaS

Complex system

paas

What I did

Data and system architecture

SaaS UX design

UI product design

Conducted research

Complex system solution

Working alongside R&D teams

Project type

ITSM

b2b

b2b2c

data

SaaS

Complex system

paas

What I did

Data and system architecture

SaaS UX design

UI product design

Conducted research

Complex system solution

Working alongside R&D teams

Project type

ITSM

b2b

b2b2c

data

SaaS

Complex system

paas

Making IT work

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:

My role was to help shape and construct this product into a more user-centric platform. This involved:

  • Deciphering the complex language of ITSM while analyzing data to identify areas for improvement.

  • Building empathy and user journeys that became our guiding light, ensuring every design decision resonated with real people, not just abstract metrics.

  • Transforming complex systems into intuitive solutions by Taming the information overload, creating a visual hierarchy that prioritized clarity and accessibility.

  • Collaborating with fellow designers, developers, and marketing teams to create a cohesive visual language.

  • Tracking user engagement and feedback to ensure the platform was truly meeting its 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.

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:

My role was to help shape and construct this product into a more user-centric platform. This involved:

  • Deciphering the complex language of ITSM while analyzing data to identify areas for improvement.

  • Building empathy and user journeys that became our guiding light, ensuring every design decision resonated with real people, not just abstract metrics.

  • Transforming complex systems into intuitive solutions by Taming the information overload, creating a visual hierarchy that prioritized clarity and accessibility.

  • Collaborating with fellow designers, developers, and marketing teams to create a cohesive visual language.

  • Tracking user engagement and feedback to ensure the platform was truly meeting its 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.

Every bird has a chirp


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.


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.

In the images: The old look of the platform (for reference only, under restrictions of NDA)

Ideation & Solutions

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. we did by doing the following:


Taming the Information Beast: from complexity to clarity

Transforming complexity into clarity was crucial. By streamlining workflows and simplifying interfaces, we tackled user bottlenecks and empowered them with intuitive tools. Information architecture became an art form, prioritizing clarity and efficiency.

But aesthetics weren't forgotten, every pixel served a purpose, making the platform both beautiful and a joy to use.


Data-Driven Evolution:

Metrics weren't just numbers, they were our path to a better user experience. We tracked user behavior, analyzed pain points, and measured the impact of design changes. This data-driven approach allowed us to iterate continuously, evolving the platform alongside user needs and discovering hidden patterns in user behavior.


Pushing the Boundaries:

I never settled for “good enough”.

Constant competitor analysis and a thirst for innovation fueled my quest to push the boundaries of what our ITSM platform could be. This relentless pursuit of progress shaped a platform that not only met user needs but surpassed expectations.


In the images: Some of the improvements and structure update from various stages (for further information contact me, under restrictions of NDA)

In the images: Some of the improvements and structure update from various stages (for further information contact me, under restrictions of NDA)

What I Learned

During my time at Sysaid technologies, I have learned few things Im glad to share:


  1. 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

  2. Challenge yourself and be comfortable with being uncomfortable.

  3. 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.

  4. Never stop asking: yourself, your goal, your teammates, As our job is to provide answers.

  5. 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.


©Liron H. 2024

©Liron H. 2024

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