Soon after we designed and defined Asista's branding and tone of voice, we were tasked to work on the UI/UX of their agent ticketing mobile app. The mobile app was to be designed for agents who were given the responsibility to resolve tickets raised by customers from around the world.
Ticketing system is complex in nature. The volume of the tickets raised, its changing, differing priorities etc. makes it difficult for the agents to make sense of it all. A badly designed ticketing interface will make the agents' life miserable. We didn't want that. We wanted to make the agent's life simple. At least while using the app. To get this right, we undertook a thorough research of the segment, gathered information about the challenges faced by agents while using existing ticketing systems, changes they would like to see and made an effort to understand what the others in the field were doing.
With this knowledge in hand, we started with the wireframe (UX) of the ticketing system. Armed with a thorough understanding of the functionalities of the app, we submitted the wireframe and discussed on it for a good week or two.
We went on to design an interface that is easy to use, navigate, send/receive messages, access on the go and multi-task