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Leading User Experience through Functional Specification of an IT Trouble Ticket System Overview IT departments regularly track incoming problems from company employees and try to define them as accurately as possible so they can get it fixed in the easiest and quickest way. The systems for handling the data are quite complex, more so when an existing system, with enhancements, must be made transitioned onto a new platform. The goal of this project was to assist first in identifying the functional requirements for the user interface, and 2nd to create detailed design wireframes and resolve any task flow issues. Design Work  The key design activities that I engaged in as part of this project included:
Accomplishments My initial participation was supposed to be limited to sitting in for a designer that did not have the time to be engaged in the functional requirements. As I had been tracking the complexities of the system through wireframes, my role was expanded from user experience analyst to information architect. In the end, the wireframes, complete with terminology, function location, task paths, and dynamic portal elements were passed to the original designer who was able to transpose them easily into the parallel system he was working on. Skills
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More... Leading UX Research and Design
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