Watch me briefly present one of the segments from Ticket Management
Site2gym is a comprehensive platform designed to simplify gym access and membership purchases, making fitness more accessible for everyone.
As the Lead Product Designer, I developed a streamlined ticket management system to enhance customer support and ensure seamless issue resolution. The system was crafted to optimize user experience, enabling quick ticket creation, efficient tracking, and prompt resolutions, aligned with Site2gym’s mission of delivering convenience and reliability.
Why did an efficient Ticket Management System became a neccessity?
Existing system was extremely inefficient and unintuitive
No Synergy between website and Back-end Systems
Huge Learning Curve. New Employees were having a tough time getting used to it
Featureless and no actionable options
Lacks Information Hierarchy
No Logs History and Reassignments possible
Looks and Feels Outdated
Old Ticket Management System of Site2Gym
Before Redesigning the entire Ticket Management, I did an audit to understand all the types of Users, Members and Ticket Types that were coming into the System
Types of Tickets at SITE2GYM
4 types of service requests can be raised by Members and Employees at SITE2GYM.
I have broken down these Ticket Types and its usage below
Type of Users and Accesses
There are multiple users with different type of access to the portal. Some have more features than others. Let’s understand and segregate the access control for different type of users
Task Flow and Navigation Structure
Quickly drafting all the functions and navigation structure of all the Ticket Types
Presented below is the freshly crafted experience for the employees to manage Tickets raised by Internal Users as well as Members
New Listing Screen for all the Tickets with a quick switch button on the top
View Ticket – With additional Chat, Reassignment and Respond features
One Modal to raise any kind of Ticket
Integration into CRM
