Case Study User Interface Design for Process Support Sept 18 th 2010 Tim 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 requests Oudside of the Help Desk – but – Smaller than Major Projects This is the problem we were challenged to solve Tim St. Hilaire

Roles Tim St. Hilaire General PublicGatekeepers IT Change Control & Review Board IT Resources

Role Relationship Tim St. Hilaire General PublicGatekeepers IT Change Control & Review Board IT Resources

Request Flow Left to Right Tim St. Hilaire General PublicGatekeepers IT Change Control & Review Board IT Resources

So Everything Turns into a TO-DO??? Tim St. Hilaire

A Process Agreed Upon Tim St. Hilaire General PublicGatekeepers IT Change Control & Review Board IT Resources Open Request Format Gatekeeper Approved Requests CCRB Requests System Touch Point

PUBS 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 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 need this I need this Please Help Got to Have Got to Have 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 Tim St. Hilaire

Netflix Tim St. Hilaire

Netflix Tim St. Hilaire

Business Priority Tim St. Hilaire

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

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