My role
Qualitative research - ongoing user interviews, community feedback analysis, observed behaviour sessions.
User story mapping, MVP strategy analysis, product concept prototyping, UI visual execution, design system contributions, user-testing, analysis and iterations.
July 2022 β Jan 2023
Project Overview
Teamwork Desk is a help desk and ticketing system designed to easily manage customer emails in one location. Essential to the functionality of Desk is the ability to create, manage and report on tickets through which interaction with the customer and agent is formed.
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With the objective of enhancing the Desk feature set, research showed that users sought the ability to create tasks directly from a customer email. Creating tasks for project management purposes remains the core functionality of Deskβs sister product, Teamwork projects. Allowing the option to do this in desk would allow users to bridge the business gap between customer service provision and scheduling tasks for completion.