PWC
At PwC, their professional services encompass a wide range of areas, including audit and assurance, tax, consulting, cybersecurity, privacy, human resources, deals, and forensics. These services are designed to address complex challenges and uncover opportunities across various industries. My role involved leading the redesign of their backend ticketing system. I collaborated directly with the head of the ticketing team, and as part of this initiative, I traveled to one of their southern offices to conduct a three-day working wireframe design session. This session included myself and two developers, where we worked closely to create an efficient and effective solution.
ServiceNow is a backend platform used by PwC employees to submit integration requests related to access management, a critical function that ensures proper authorization to company equipment and data. Effective access management allows authorized personnel to gain access while preventing outsiders or unauthorized employees from reaching sensitive resources.
The existing system presented several challenges. The form was lengthy and confusing, with poorly allocated sections, and the ticketing system lacked a dashboard for easy reference. Additionally, the design was outdated, resembling a 1990s interface with minimal consideration for user experience or modern design principles. The manager tasked me with streamlining the system and creating a Minimum Viable Product (MVP) that included:
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A user and admin dashboard
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Alert setup functionality
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A table for all data entry points with the ability to copy, edit, paste, and delete entries
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CSV export capability
The Problem
I worked closely with the manager and whiteboard some design with him to flush our a low-fi wireframe. The original idea was to have a wizard flow, but as we discussed it further a dashboard experience was the better option.
Here is a click-through prototype of the wireframe and some screenshots below.
Discovery
During the initial design process, we conducted user testing on our prototype and discovered that users preferred a more dashboard-centric experience. They expressed a need for visibility into all the tickets they had submitted, with the ability to easily clone or review them as needed for reference.
Attached is a click-through of the final design prototype.
We tested this prototype with 25 users, and the feedback was overwhelmingly positive. While a few minor adjustments were made along the way, we successfully delivered a Minimum Viable Product (MVP) design.
From a branding perspective, I adhered to PwC’s official branding guidelines, which I obtained from their website. Following these guidelines, I formatted the designs according to their specific requirements. Once the designs were finalized, I submitted them for branding approval. If any elements needed adjustment, the branding team provided detailed feedback on necessary changes.