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Case Study User Interface Design for Process Support

Case Study User Interface Design for Process Support. Sept 18 th 2010 Tim St. Hilaire. Identify Area for Improvement. Informal Survey Questions Do you use a Help Desk / Ticketing System? Do you Track IT Projects Separate from the Ticketing System?

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Case Study User Interface Design for Process Support

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  1. Case StudyUser Interface Design for Process Support Sept 18th 2010 Tim St. Hilaire

  2. Identify Area for Improvement Informal Survey Questions Do you use a Help Desk / Ticketing System? Do you Track IT ProjectsSeparate from the Ticketing System? Do you Track Small and Medium changes in the Ticketing System? Do your IT Resources support both Help Desk and Projects? Is your project list decided on a regular interval? Annually? Quarterly? Understand, Communicating, and Prioritizing IT requestsOudside of the Help Desk – but – Smaller than Major ProjectsThis is the problem we were challenged to solve

  3. Roles IT Change Control & Review Board General Public Gatekeepers IT Resources

  4. Role Relationship IT Change Control & Review Board General Public Gatekeepers IT Resources

  5. Request Flow Left to Right IT Change Control & Review Board General Public Gatekeepers IT Resources

  6. So Everything Turns into a TO-DO???

  7. A Process Agreed Upon IT Change Control & Review Board General Public Gatekeepers IT Resources System Touch Point System Touch Point Open Request Format Gatekeeper Approved Requests CCRB Requests

  8. Basic Process • Collection • List of desirable changes and projects • Prioritize • Do the most important of most critical first • Execute • Divide up the work and apply resources

  9. Basic Process – What Really Happens Collection • List of desirable changes and projects • New Items are added all the time Prioritize • Do the most important of most critical first • Changing and Dynamic Priorities • Audit Findings and Compliance Issues • Security Findings Require Attention Execute • Divide up the work and apply resources • Resources are multi-tasking

  10. Where Have I Done This Before? Now Important MustDo VP Said Got to Have Pronto Please Help Next I need this

  11. Where Have I Done This Before? This is a common problem – wit just a different subject Google has recently offered the “Priority Inbox” Feels more like an automated search engine for your inbox

  12. Netflix

  13. Netflix

  14. Netflix

  15. Business Priority

  16. Key Take Away Enables Process Software Drives

  17. Key Take Away Leverage work others have accomplished Great User Interfaces can be found in a lot of places Spend a little time objectively thinking about user interface Even small changes can impact how well an application is received

  18. Disclaimer • Marks and Brands are the property of their respective owners. Usage is for discussion purposes only. No ownership assumed or implied. • The comments and opinions expressed here are sole responsibility of the author and not of his employer or any other party • No trees were harmed during the creation of this presentation. However, a great number of electrons were terribly inconvenienced.

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