The Ask
Issues tool is a platform to create tickets for reporting bugs or creating new user access that is required for any application/ tools/ products used across the company. This tickets are then assigned to specific teams to resolve without the need for development effort. And in doing so, we planned to improve the architecture to account for future growth.The purpose of this request was to kick off conversation and exploration into the current pain points of the Issues Tool UX and ultimately provide design suggestions/concepts/mockups for the re-platform effort.
I led this 4 months remote project from research through launch and collaborated closely with 1 product owner and 3 engineers.
UX Research
This project being short, I started having conversations with end users and product team to understand the end to end process and the painpoints of the whole journey of issue creation. As a result, I could identifying not only the problems that everyone was talking about but also problems which were never identified before.
Existing Journey Map of Issue creation process for Disney Employees
The Journey Map depicts scenarios of Disney employees creating issues outside the tool on Google Forms. The source behind creating those forms and the reasons for not integrating the forms in the application are unknown. Issues created outside the system do not often receive notifications.
The product selection step in the ticket submission process is extremely confusing and leads to human error.
User Flow
Diving into the application, I learned the complexity of the existing experience. Each Department or pillar had an individual user flow that lacked logic, making it impossible for anyone to find any information in the application.
A simplified and standardized flow below was proposed by me to reduce cognitive load by end users. The main flow is shown below, there were other secondary screens designed as well for the application.
