Bachelor's thesis project
Concept development of a ticketing system with focus on user analysis and specifying needs.
Task
With guidance from Qestit, my bachelor’s thesis project investigated how a ticketing system for one of Essity's products could be structured and visualized. Beforehand, the support was managed through emails.
Process
Stakeholder analysis
Interviews
Thematic analysis
Functional analysis
Interviews
Thematic analysis
Functional analysis
Prototyping 1
Wireframing
Sketching
Requirements
Wireframing
Sketching
Requirements
Evaluation
Prototyping 2
Conclusion
Prototyping 2
Conclusion
User study
The stakeholder analysis were conducted through conversation with the company, as well as the conducted interviews with first and second line of support. The interviews also resulted in information about the current support process through emails, which could be used for a thematic analysis where five problem areas where identified.
Functional analysis
The functional analysis included the functions needed for different lines of support, since it was identified that they had different needs.
Requirements specification
The requirements specification was also with the different lines of support in mind, which were given a priority categorization and weighted. It included to organize all information in one place and to offer statistics for managers.
Sketching
Wireframing
Prototyping 1 & 2
After the first prototyping session, the prototype was evaluation against the requirements specification and then refined to meet all requirements. This resulted in a final design that was presented to the company together with a description of how the concept addresses the identified problem areas, a MVP description, and recommendations for further development.
Final design
The ticketing system consists of a broad overview for managers, an overview of tickets, ticket information, and a statistics page. The amount of information is adaptable to first, second, and third line of support, as well as to managers who are monitoring the statistics.
Home page with overview for managers that quickly needs an overview of statistics.
Overview of tickets, with information such as type categorization and status.
A ticket with contact info, chat, and ticket information such as priority and status.
Statistics page with tickets per country, solved tickets, and open tickets, as well as filters.
Home page with overview for managers that quickly needs an overview of statistics.
Overview of tickets, with information such as type categorization and status.
A ticket with contact info, chat, and ticket information such as priority and status.
Statistics page with tickets per country, solved tickets, and open tickets, as well as filters.