TCS | Global Help Desk
Introduction
Global helpdesk (GHD) is a TCS application for associates around the globe. It is a one-stop solution for associate requirements. The system facilitates a bridge between employees & services provided by the organization. These services may include access permissions, software, hardware, admin, HR, and Infrastructure services.
Our challenge was to find gaps in the user experience of the existing system and address them with a new usable, scalable, and smart design solution. The design objective was to optimize the process, reduce information-related service requests, modern UI, and facilitate AI.
About GHD
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Global Helpdesk for support and information services
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Over 0.5 million users
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500-800 Queries per day
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A bridge between employees & services
Design approach
Research
| Stakeholders
TCS associates
Users raising CRs, Tickets, and service requests.
over 0.5 million users
Solution Provider
Team of dedicated members from IT team, HR, Admin and Infrastructure services
GHD Admin
An admin makes sure that all the requests are attended and resolved within a defined SLA
Research | Methodology
Define goal of user interviews
We defined the high-level theme of the interview. This exercise helped us to identify the key areas/topics to focus on in user interviews.
Contextual Inquiry
Applying the principles of Context, Partnership, Interpretation, and Focus in user interviews, we observed users in a natural environment. We inquired about the details of the process, pain-points and asked for more information to understand how and why users do what they do.
Identify and recruit users
We identified novice, advanced and expert users of GHD working at various domains and locations. Prioritising extreme users from each section, we scheduled interviews.
Affinity mapping & analysis
To make sense of qualitative data gathered in research we got into affinity mapping to organize related facts into distinct clusters. At this stage, we summarised our findings, identifying underlying problems and determining priorities.
User Interviews
Starting with the simple demography questions we made users comfortable. Followed by more open-ended questions, we tried to understand user behaviour and mental models.
Research | Top findings
Stress & cognitive load
Too much information to fill in to raise any request. Most of it is irrelevant and repetitive
Uncertainty
Users are not aware of the SLA and escalation matrix. There's no certainty about time required to resolve a query.
Lack of modern UI
System is not responsive and design components are archaic
Preference
GHD is not the first preference of the users to get their queries resolved. Users seek direct help instead of going with a ticket or CR
Lack of Conversation
The system is not designed to encourage and facilitate communication between service provider and user
Lack of intuitiveness
A novice user requires external help to use the GHD platform for the first time. UI and in-app help is not self-explanatory and intuitive
Empathy
| Personas
| User journey map
Empathy
Design strategy
Design an intuitive and interactive solution using trending technologies to assist TCSers. The proposed solution should help in reducing both the query resolving time and cognitive workload of TCSers simultaneously.
Solidarity to collaboration
System should allow communication to achieve a common goal efficiently
Mundane to intuitive
The system should be Intuitive enough to operate without any external help
Archaic to modern
The system should be effective and fast, to achieve that we need to integrate AI
Design intervention | Process
Old process | Raise a service request
New process | Raise a service request
Redefined Sitemap
Wireframing
An interactive wireframe is created using the rapid prototyping tool 'Axure' for stakeholder demo, internal review, and user testing.
Visual design
