User-Centric Redesign Enhances Task Completion and Transforms Ticket Management Experience

Core Issue

Indexic has been in the market for several years. Still, as its software expanded, tools were added in a way that they merely stacked on each other, resulting in a challenging product to use, understand, and maintain. Clients faced numerous complications when attempting to perform specific tasks.

Problem statement

How to enhance the product to minimize errors and decrease the number of customer requests directed to technical support.

Role and contributions

As the Design Leader, my role involved comprehending the business needs to create a user-friendly product for Indexic team members and their clients. Each screen underwent a redesign, considering all the issues users were experiencing and adhering to the fundamental principles of UX and UI. The information architecture was enhanced to display only the necessary elements on each screen.

Calendar of All Events

A color code represents each event.

Comparison

Former calendar view in the previous indexic software

Calendar of all events. A color code represents each event.

Notice the difficulty of following each event on the previous software.

Side Navigation Menu

The addition of the side navigation menu significantly enhanced our navigation system, consolidating all crucial pages into a single, easily accessible location.

Event details

Users can seamlessly view event details, reservations, and the calendar on this page, all conveniently presented within the same interface. Despite the integration of diverse information, we maintain a clear hierarchy, emphasizing only one main button to create a new reservation.

Reservation details

Once the user has selected a reservation, the system will unveil a lateral panel, neatly organizing all pertinent information about the reservation on a single, user-friendly page. Additionally, users retain the ability to seamlessly navigate through the list, thereby enhancing the overall user experience with this improved navigation method.

Comparison

Former event details view in the previous indexic software

Former reservation details view in the previous indexic software

Event List

List of all available events in the platform indexic

A comprehensive list of available events featuring quick-access buttons, presented in a clean and user-friendly format.

New Reservation Flow

Previously, creating a new reservation involved a challenging and confusing process, with numerous inputs crowded onto a single screen. I re-designed the procedure by introducing a multi-step flow, allowing users to create a new reservation through a clear, understandable, and easy-to-follow process.

The screen to select available times.

The screen to capture the customer details

Shopping Cart

This screen underwent a complete redesign. The lateral panel now displays items added to the shopping cart without disrupting the user’s current location. Additionally, I introduced simple buttons for adding coupons, gift cards, and more. This redesign represents a significant improvement in user experience.

Shopping Cart in a lateral panel and adding coupons

On the Shopping Cart, the user can add coupons and more.

Shopping Cart in a lateral panel and merchandise

The user can also add merchandise.

Checkout Page

I also implemented a multi-step flow on the Checkout Page, enhancing the user experience by breaking down the process into clear and manageable steps.

Billing details

The last step is to enter the credit card information and process the payment.

Merchandise

This screen showcases a list of merchandise items, empowering the user to manage pricing, stock levels, and tax amounts easily. Furthermore, users can effortlessly edit and create products in a simple way.