Ticketing System

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<aside> 🎨 The National Health Coordination Center (NHCC) under the Ministry of Health KSA plays a crucial role in coordinating healthcare services and resources during public health emergencies and other health-related events. To enhance their efficiency and effectiveness, an improved ticketing system has been designed with a focus on improving the user experience for NHCC staff and stakeholders.

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🎯 Challenge

The objective of this case study is to identify pain points in the existing system user experience and propose effective solutions to improve user satisfaction and productivity.

Looking for a more efficient and user-friendly Customer Support Ticketing system tailored for healthcare solutions. The existing system lack user-friendliness, compliance with healthcare regulations, or seamless integration with healthcare professionals' workflow, leading to inefficiencies, data security concerns, and reduced customer satisfaction.

💼 Business Goals

Support across channels	Save time & lower costs	Enhance productivity	Boost customer satisfaction
Solve customer support tickets via web, email, phone, and social media— all in one place	Quick and easy setup allows you to grow effectively over time.	Use workflows, automation, and AI to route your tickets to the right agent.	Assist customers with online tickets by using better intel and less manual work.

🚀 Where we started

Our work begins with the fact that we can plan the stages of product research and gathering all important information about the project

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What & Why we do in the discovery phase?

We start our work on a project by trying to learn as much as possible about it. Conducting interviews with stakeholders and users.

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Stakeholder Interview

Interview stakeholders to gather and understand business requirements and constraints

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Stakeholder Interview

Interview stakeholders to gather and understand business requirements and constraints.

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User Research

User Persons , user journey & Interviewing users to gather information about their experience with the system.

🎤 Stakeholder Interview

❓Questions to key stakeholders

What is your typical user or user categories?
What is your typical user or user categories?
What data did you track and what tools did you use?
What do you want users to do in your service?
What do you want users to do in your service?
What is the main problem of each consumer segment?
What is your business model?
What is your end goal for this project? What are you trying to achieve?
How will we measure success?
What are the time and technical constraints of the project?

💡Insights from interview

What data did you track and what tools did you use?
Lack of personalization in the system.
You should be able to save search filters.
It is important to be able to have multiple agents working on a ticket at the same time.
The main problem is the complicated flow of working with a ticket.
There are several types of users: Admin, agent, customer.

🕵🏼 UX/UI Review

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UX/UI Review is a comprehensive analysis based on select user experience and usability research methods. It is performed in order to find issues within an app or product that can cause a range of problems.