Case StudyUser Interface Design for Process SupportSept 18th 2010Tim St. Hilaire

Identify Area for Improvement

Informal Survey Questions• Do you use a Help Desk / Ticketing System?• Do you Track IT Projects Separate from the Ticketing System?• Do you Track Small and Medium changes in the Ticketing System?• Do your IT Resources support both Help Desk and Projects?• Is your project list decided on a regular interval? Annually? Quarterly?

Understand, Communicating, and Prioritizing IT requestsOudside of the Help Desk – but – Smaller than Major Projects

This is the problem we were challenged to solve

Tim St. Hilaire

Roles

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General Public GatekeepersIT Change Control

&Review Board

IT Resources

Role Relationship

Tim St. Hilaire

General Public GatekeepersIT Change Control

&Review Board

IT Resources

Request Flow Left to Right

Tim St. Hilaire

General Public Gatekeepers

IT Change Control&

Review BoardIT Resources

So Everything Turns into a TO-DO???

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A Process Agreed Upon

Tim St. Hilaire

General Public Gatekeepers

IT Change Control&

Review BoardIT Resources

Open RequestFormat

Gatekeeper Approved Requests

CCRB RequestsS

ystem Touch P

oint

System

Touch Point

PUBS-06- 8

Basic Process

• Collection• List of desirable changes and projects

• Prioritize• Do the most important of most critical first

• Execute• Divide up the work and apply resources

PUBS-06- 9

Basic Process – What Really Happens

Collection• List of desirable changes and projects • New Items are added all the time

Prioritize• Do the most important of most critical first• Changing and Dynamic Priorities• Audit Findings and Compliance Issues• Security Findings Require Attention

Execute• Divide up the work and apply resources• Resources are multi-tasking

Where Have I Done This Before?

Tim St. Hilaire

Important Must

Do

I needthis

Please Help

Got toHave

Now

Next

VP Said

Pronto

Where Have I Done This Before?

• This is a common problem – wit just a different subject

Google has recently offered the “Priority Inbox”

Feels more like an automated search engine for your inbox

Tim St. Hilaire

Netflix

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Netflix

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Netflix

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Business Priority

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Key Take Away

Tim St. Hilaire

Software Process

Enables

Drives

Key Take Away

• Leverage work others have accomplished

Great User Interfaces can be found in a lot of places

• Spend a little time objectively thinking about user interface

• Even small changes can impact how well an application is received

Tim St. Hilaire

Disclaimer

• Marks and Brands are the property of their respective owners. Usage is for discussion purposes only. No ownership assumed or implied.

• The comments and opinions expressed here are sole responsibility of the author and not of his employer or any other party

• No trees were harmed during the creation of this presentation. However, a great number of electrons were terribly inconvenienced.