Support Insights
My Role: Human Factors Engineering Lead
Skills Applied: Ethnographic research, Usability Testing, Interviewing, Surveying, Persona Development and Design, User Scenarios, Card Sorting and Information Architecture Design, Task / Process Mapping, Conceptual Mock-ups
Overview
A new enterprise-level IT service management platform deployment was on the horizon, with evidence that existing support processes and capabilities were not meeting the needs of employees seeking IT help nor serving the agents who were trying to provide IT services. I worked as a lead human factors engineer on two separate cross-disciplinary teams, with one focused on improving agent experiences and the other dedicated to designing and delivering better IT employee support.
“Thank you for your dedication to making the IT Customer Portal program a success! You provided an early comprehensive baseline study to establish the business problem that needed to be solved. Your commitment to improving customer experience was exemplified by the consultation you provided to ensure that the program team was empowered with the skills and knowledge needed to affect a successful design. ”