CRM for Client Issue Tracking

Project Overview:

Symplicity’s issue management application that is internal lack tools for their customer success to work efficiently. The goal of the project was the redesign the issue management tool called “Manager” to “Manager 2”. Creating better ways to review issues, triage, set status and comments were a few of the features new.

Additionally, Manager 2 would allow customer reps to create client profiles to hold key information and issue submissions.

Problems from previous system

1. Fails to reflect the mental model of shared by our staff

2. Fails to capture many key areas of information necessary to our work

3.  Suggests a status or workflow that is not complete or accurate

4.  Fails to drive real-world workflows of our business processes

5.  Fails to communicate relevant information that is captured

6.  Does not include a day-to-day task management solution

7.   Does not include portfolio management

8.  Built on 1st generation Symplicity technology - difficult to develop or manage code, limited user experience

UX: Card Sorting
Reviewed all content from the existing issue management system. Documented the card sorting activity to the word doc.

Revised Information Architecture

Mid-fidelity Wireframes:

Reviewing Issue Details, Bulk Actions, Comments feed