(Re)designing a help desk and ticketing software

Icona is an Italian software development company. They understood that without a better UX, their competitive advantage could weaken.

Deskoala, one of Icona’s bestselling products, is a help desk and ticketing software.

This tool allows users to provide a help desk service through a ticketing system. It offers many features, which have been added on to the tool in different moments. This resulted in a complex information architecture and interface, and functionalities that are hard to reach.

I was brought in to work some ✨ UX magic ✨ to align Deskoala’s stellar technical capabilities with a game-changing user experience and a consistent UI.

Increase efficiency by reducing the number of clicks needed to complete tasks

Improve and simplify user flows for better clarity

Ensure consistent elements and interactions

Focus on clarity without heavy-duty redesigning

The redesign would make the platform more cohesive and user-friendly, while also laying a solid foundation for future growth and enhancements.

Not all the changes were implemented as advised and this impacted the effectiveness of the redesign. Besides, the user experience could not be improved radically because the system is very complex and the work requested was very narrow-scoped and specific to certain functionalities.

I tried suggesting small changes that would make the interface less confusing, but to have a real impact on the user satisfaction I believe it would be necessary to take a holistic service design approach to redesign the user flows and the architecture of the tool, other than the UI.