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Incident Form Redesign
Project Type
Service Design
Date
June 2018
Cherwell Service Management is at heart a ticketing system, and Incident is its most-used workflow, used thousands of times a day. Its forms put data entry and ongoing ticket work on one screen, used multi-column layouts, and hid activity in tabs.
Third-party usability and eye-tracking studies showed that multi-column forms confuse people entering data, and in inconsistent ways. Some filled one column before the other, while others zig-zagged between them.
What we changed: we separated ticket entry from ongoing ticket work, streamlined data entry with a second level of navigation, and added an AI virtual agent and barcode scanning.
The result: a faster, clearer core workflow, validated with usability testing and eye-tracking.
