Efficient notification system for ticketing support.
ABOUT THE PROJECT
Design for IT Help
After graduating and receiving a graduation award, I was invited by Sandeep Sidhu (CIO of ECU), to join the IT team as a Business Analyst and UX Designer. Under the supervision of Stephen Wichuk (Service Experience Manager), my role focused on enhancing the digital experience related to IT Services. I led the student journey mapping initiative, identifying key touchpoints that required improvement. This process resulted in several new projects, including the Service Desk project, which I played a significant role in. The Service Desk serves as the central hub for IT support for students, faculty, and staff. My contributions helped design and develop the Service Desk experience, making IT support more accessible, active, and user-friendly for the entire ECU community.
ROLE
Business Analysis
User Experience
User Interface
Front-End Development
Visual Design
Video Production
CLIENT
Emily Carr University
DATE
June 2023 - May 2024
An overview of the ECU Service Desk and the services it provides.
01
User Research
Journey mapping visually represent the user experience by detailing their interactions
We wanted to identify both pain points and opportunities at each touchpoint of the user experience. The journey map was designed to span all stages relevant to our target persona. It featured rows organized into touchpoints, key moments, pain points, and opportunities. Participants were given sticky notes to actively share their experiences and insights at each step of the journey.
Phase 1 journey mapping activity conducted on ECU campus.
02
Insights and Problems
Complexity in navigating multiple systems
Users face challenges due to the complexity of navigating through multiple systems, leading to information overload and fragmented knowledge across the organization.
Limited availability of self-service and support options
The user base heavily relies on ITS support, highlighting the need for a comprehensive Knowledge Base for troubleshooting and a more adaptable ticketing system to enhance flexibility.
Consequences of outdated and inconsistent information
Outdated information hampers decision-making and negatively impacts student outcomes. Staff and faculty encounter obstacles in task completion, struggle with adopting new tools, and are often unaware of significant initiatives.
03
Unified System
Integrating Service Desk with a cohesive IT system
To build a more connected and user-centric IT environment, I carried out a site-mapping review that examined the information architecture of the ECU website’s IT section. This process revealed key opportunities to integrate the Service Desk into the broader system.
Building cohesion through information architecture.
Unified IT support system
The "Need ITS Help?" page connects the Service Desk with the IT Services website, enhancing user access to IT resources through improved information architecture.
Optimizing IT support integration for effortless navigation.
04
Visual Identity
Respect ECU brand identity and design system
My approach to designing the Service Desk platform and its integration was rooted in respecting ECU's brand identity and design system. It was crucial to align with ECU's guidelines, ensuring that we maintained consistency and upheld the integrity of their established design standards.
LOGO AVATAR + WORDMARK
COLORS
#009EAD
#292F35
#E8F2F3
05
Web Platform
Gateway to IT resources
The Service Desk home page features custom HTML modules for intuitive navigation, providing quick access to the Service Catalog, Knowledge Base, and Technology Issues.
Service Desk landing page.
Request. Track. Achieve.
The Service Catalog, designed for students, faculty, and staff, simplifies support requests at ECU by enabling users to submit needs, define requirements, and track progress.
Userflow of service catalog navigation.
Self-service portal
The Knowledge Base offers self-service support with guides and articles on accounts, software, and campus services, ensuring quick solutions to common issues.
Navigate the Knowledge Base: explore, learn, resolve, and create tickets when needed.
06
Email Notification
Automated notification system
I designed and developed a custom email template for the ticketing system to automatically send dynamic notifications for ticket updates, creations, and comments, ensuring all parties stay informed.