Service Portal Redesign

For a couple of years we heard complaints about our "UI/UX" but struggled to pin down what they meant. We serve three distinct users (admins, technicians, and customers), and each struggled in different ways.

Through competitive research and conversations with prospects and Sales, I found that the real issue was the lack of a search-based service portal. That's the app customers roll out to the people they serve, and the first line of defense for a service desk.

Using usability testing and best-practice research from the Baymard Institute, we designed a best-in-class service portal that classifies reported tickets more accurately and sometimes prevents tickets from being filed at all.