Improving IT support web app user experience
Stefan de Leng
Project Leap is a solution specifically designed for Managed Service Providers (MSP) that manage SMB customers. Leap is a project working on the cloud that provides a lot of different IT support features such as patching, device control, network security, remote control, software distribution and insights with the option to automate.
I worked in a small team, which is part of innovation, to build a solution that makes use of other Cloud Solutions within Ivanti.
Our absolute target was a user experience where no training is needed.
As lead designer of the team, I conceptualized the solution and built the prototype of an entirely new flow to a more intuitive and guiding experience. I also ran the research part of the design process: preparing, creating surveys to incorporate quantitative user information but also organizing and running the user tests to validate the concept and user experience.
The user starts with an overview of its customer’s insights to (proactively) act on issues or can use the insights to present to a customer. In this flow, the user gets guided on how to create a new customer with all steps involved (downloading and installing agent, discovering endpoints and pushing agents).
Above a sample of the prototype. The user starts with an overview of its customer’s insights to (proactively) act on issues or can use the insights to present to a customer. In this flow, the user gets guided on how to create a new customer with all steps involved (downloading and installing agent, discovering endpoints and pushing agents).
A user test conducted online to test the new Leap flow, with a MSP employee from New York.
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Posted Aug 21, 2023
UX Designer: designing a new improved user experience
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