Unified Service Desk

Problem statements

  1. Users do not have a clear understanding of the Unified Service Desk, or a clear path of entry into the service.

  2. Users are confused about where to go while within the Unified Service Desk, and how to submit their requests correctly.

  3. Users do not fully trust that their requests are seen, or sent to the right place, or will be resolved in a timely manner.

How might we statements

  1. How might we create a clear understanding of what Unified Service Desk is and an intuitive entry point to start a request?

  2. How might we help users easily and efficiently navigate and interact with the categories and understand form fields.

  3. How might we build user confidence so that their entries are correct and that their issues will be resolved promptly and in a timely manner?

Research

7 User interviews

I conducted user interviews with internal 2U employees with varying positions and responsibilities. Each interview was about 45 minutes long that included 3 scenarios.

User types

  • Engineering manager

  • Procurement Analyst

  • Product Manager

  • Director of Executive Administration

  • Director of Program Ops

  • Admissions Manager

Ideation workshop

I facilitated an hour-long workshop with 6 attendees with the following format:

  • Agenda and background

  • Overview of problem and HMW statements

  • Quick reference for ideation

  • Crazy 8’s sketching

  • Refinement sketching

  • Sketch discussion

  • Dot voting

  • Retro

Ideation results

Top new ideas

  1. Fast-track option for user who knows which team and where tickets needs to go

  2. Bifurcated approach - multiple ways for users to describe request

  3. Area for “My Current Tickets” with clear status -
    Assigned, In progress

  4. Make search results more relevant (typeahead, keywords, request types)

  5. More prominent search bar

  6. Top 3 portal tiles - USD, HR, and CaPSB

  7. Portal tiles for most common request types

  8. Make search the first thing to do

  9. Confirmation of request sent successful with a time to answer which provides a more human touch

  10. Updated “Welcome” message with clear explanation of USD philosophy

  11. Add FAQ’s

  12. Include resolve expectation time in confirmation message

Impact / effort matrix

Design recommendations

Lo-fi

Examples shown here of possible future state wireframes of the main support page followed by one of the support page verticals.

Quick-wins

  • Add icons and unify existing icons

  • Change content for welcome text

  • Change text for portal blocks

  • Update background image behind search to help show up

  • Place “Other” as a drop down option and place it at the top of the drop down list

  • Update email content

  • Add links to workday and 2universe

  • General FAQ’s

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