Start with good note taking and sketching
Capture the current state and need for redesign, understand audience needs and business requirements.
Asking questions for problem framing
Can help us confirm our understanding as a group and help us decide what to tackle 1st in an iterative user centered design process.
How can we better meet the needs and expectations of a consultant like John who is having a problem? Can we also improve efficiency and accountability for an Agent like Adam?
Create process flows and refine through project cycle
High level process flows can help the team better visualize basic steps and processes for submitting and resolving an incidents to HelpDesk.
Always perform competitive analysis & research
It's important to continually do competitive analysis and to understand modern approaches and feature comparisons. In this case, perform research on leading HelpDesk solutions in the marketplace.
Create high fidelity mockups & wires
A few screens showing updated system centralization, find-ability for consultants needing help, improved contact options like live chat, and better incident management for improving workflow of HelpDesk agents.
To follow would be visual designs, interactive prototypes for user testing, research, and feedback for the supporting business and product design team.
