Service Desk Help Centre Application (JIRA)

Service Desk Help Centre Application (JIRA)

The company service desk centre was not functional or user friendly;

The IT and Human Resources categories were the only functional department projects but were confusing to use.

Discovery

  • Research found that the turn around time for resolving issues was too long to be resolved as tickets were being raised under the wrong categories and more time was spent arranging tickets in the correct department.

  • A survey was created for users to feedback their pain points and improvements to be made.

  • Focus groups with each department and interviews with super users were completed for further research.

Jobs to be Done

  • Jobs to be done were to assess the emotional and functional requirements to understand and minimise frustration when using JIRA, ensuring a seamless experience.

  • Users wanted JIRA to be more efficient, to minimise calling IT as they were/are inundated with phone calls.

  • Structured concise categories were created to speed up turnaround time.

  • A process map understood the ticket raising process with notes on pain points and where these issues were encountered.

  • Any feedback gathered from research was categorised in an affinity map.

  • Wireframes were not created for JIRA as the application UI cannot be changed but can only be amended with adding forms and categories.

  • The super users were then collected for further interviews and focus groups (as those who had raised the most tickets).

  • The focus groups helped understand what categories the users found beneficial, as well as those that were no longer required; in addition it was made clear what they used Jira for and that we needed to cater to the needs of our super users as JIRA hadn’t done so before.