This is a project for the department of Technical Infrastructure that gives support specialist ability to prioritize and group tickets based not only on the number of tickets but also on their risk value. Filtering allows the user an easier decision making interface for ticket resolution. Added a gamification module design with "Karma points" for the faster ticketing resolution and badges that reward not only speed but skills - like precision and being able to follow through with completion. My role was a lead user experience designer working with developers and users.
Goldman Sachs - Support Ticketing System
This project is for the department of Technical Infrastructure. This is a design of a scalable ticketing system that allows over 40 different work streams for support ticket resolution. I have centered it around the timeline of a ticket resolution, added a timeline data visualization component that gives transparency into an individual ticket. The tasks were broken down into setting status- which execution should take a minimal time and analysis of problem, and note taking which take a maximum time. The interface is optimized into immediate action tasks and scalable long term tasks. Over the previous design, this design is 75% more efficient in terms of task execution. I was a lead user experience designer brought to redesign an archaic system. I worked on a team with developers.
CRM-tied Telephone Desktop Application for Analysts
This is a web and desktop note taking telephone application tied to CRM that quantifies time the analysts spend with the clients. On ring - application gives intelligence of the client's interests and history of interaction with the department, other analysts, and readership of emailed researched and marketing communication. My role was brought in the middle of version 1 and until version 2 - I've designed interactions, researched the best incoming call placement, and created interaction logic for Neo Call Intelligence. I worked on a team in with a product manager, business analysts, and developers.
Personas - Task Do app
The concept of collaboration- I have looked up means your team can log their work, discuss tasks, share files, track time, and get real-time updates on work progress all in one app.
That defines the functionality of the app. So a collaboration breaks down into two items of item - discrete item and a continuous item.
Continuous item of time - is a conversation, a project conversation, which has a start at the conception time of the project, and ends at the project completion. During the project progress, team members are added and subtracted from the team, files are added, pictures are shared. These artifacts are part of the stream of conversation and are available as a stream in a timeline or in the project depository.
Discreet item in time - in this case is a task, which a solitary task which fits into the project stream and may or may not have other dependencies. A task is a single unit of accomplishment. It can be associated with other peole or other tasks. it can be set to be time-dependent where the task can repeat itself.
The entering of the task should take least possible time and should have a “progressive disclosure” ie the user can add details or notes at a later date.
IBM's Product Pages - Database products
Three product pages for IBM's offerings - Redis that relays how the product works with the new platform and compares its performance with a performance of competitor with appropriate KPI's (key performance indicators).
McKinsey Urban World Web Design
This is a Slider designed for McKinsey and Company’s website section “Urban World” . The slider delivers news stories from the world patterns on urban economies. My role was to design easy navigation which includes overlay arrows, smaller arrows on top, and enumeration of slides, making it easier for the user to quantify the sequence of images. The design process involved research and analysis into the navigating patterns and eye tracking studies for slides as part of content management systems.