Improving ITSM App Experience with AI.
- 1. Design Assignment Enhancing ITSM Experience with AI & Omni- Channel Support Presented by: Kheema Pandey
- 2. Business Goals Objective: To enhance employee productivity and satisfaction by providing efficient and responsive IT support through the integration of AI and an Omni- Channel Experience.
- 3. Business Goals Mapped to (KPIs) Ensure Seamless Omni-Channel Experience 1. Increase in users engaging across multiple support channels (Target: 70% adoption) 2. % of users who successfully transition between channels without issue (Target: 80%+) 3. AI-driven ticket handoff accuracy between channels (Target: 95%) Enhance IT Support Efficiency 1. Reduction in average ticket resolution time (Target: 30-50%) 2. Increase in first-contact resolution rate (Target: 60-80%) 3. Number of tickets resolved via AI chatbot (Target: 40-60%) Boost SLA Compliance & Performance Metrics) 1. % of tickets resolved within SLA timelines (Target: 90-95%) 2. Reduction in backlog tickets (Target: 50% decrease) Enable Data-Driven Decision Making 1. Number of actionable insights generated by AI per month. 2. Reduction in recurring IT issues due to predictive analytics (Target: 30- 50%) 3. % of issues proactively resolved before user reports (Target: 20-30%)
- 4. Problem Statement IT Support Assistants in global organizations face challenges in providing seamless support due to language barriers and miscommunication. Employees prefer help in their local language, leading to delays, incorrect issue categorization, and repeated escalations. Without an AI-powered multilingual support system, IT teams struggle with slow response times, inconsistent knowledge sharing, and increased workload. This frustration impacts both employees and IT staff, reducing productivity and overall satisfaction. A smart, AI-driven solution can bridge this gap by enabling real-time translations, streamlining troubleshooting, and ensuring faster, more effective support for everyone.
- 5. Design Approach For creating an online HR interaction experience using GenAI, My Design approach involves steps: 20% User Research 30% Personal Experience 30% Assumptions 20% Market Research
- 6. User Research Understanding of the Business needs, Users’ needs, experiences, and challenges.
- 7. Research Strategy The goal of research from a business perspective is to align design decisions with business objectives, market trends, and revenue generation. From a Business Perspective 1.Identify Market Opportunities: Analyze industry trends, competitor strategies, and customer needs to uncover potential business growth areas. 2.Align with Business Goals: Ensure research insights directly support revenue growth, customer acquisition, retention, and brand positioning. 3.Optimize Product-Market Fit: Gather data on customer pain points and preferences to refine offerings and increase adoption. 4.Reduce Costs & Improve Efficiency: Identify areas where automation, process improvements, or new technologies can enhance operational efficiency. 5.Mitigate Risks & Ensure Compliance: Assess potential legal, financial, and reputational risks while ensuring adherence to industry regulations. From a User’s Perspective 1.Understand User Needs & Pain Points: Conduct qualitative and quantitative research to identify user challenges, motivations, and expectations. 2.Improve Usability & Accessibility: Ensure the product or service is intuitive, easy to navigate, and accessible to diverse user groups. 3.Enhance User Satisfaction & Engagement: Gather feedback on user experience to refine interactions, reduce friction, and increase overall satisfaction. 4.Optimize the User Journey: Identify bottlenecks, drop-off points, and opportunities to improve the end-to-end user experience.
- 8. Research Methods Research objectives will help align the project with both business goals and user needs, ensuring a user-friendly Platform. Quantitative Method 1. Surveys (Structured Questionnaires): Collect numerical data on preferences, satisfaction, or trends (e.g., customer satisfaction for UX, market trends for business) 2.Analytics & Heatmaps: Track user behavior, clicks, drop-off points (e.g., improving navigation and engagement) Qualitative Method 1. User Interviews: Understand motivations, challenges, and behaviors (e.g., uncovering pain points) 2. Heuristic Evaluation: Expert review of usability based on UX principles (e.g., optimizing interfaces for users and business) 3.Contextual Inquiry: In-depth user observation and interaction (e.g., workflow optimization)
- 9. Qualitative Method (User Interview Questionnaire) Open-Ended Questions 1. Can you describe a typical day in your role as an IT Support Assistant? 2. What are the most common challenges you face in your role? 3. How do you currently prioritize and manage incoming support tickets? 4. How do you think AI could improve your workflow and efficiency in managing IT support tickets? 5. How do you handle communication and collaboration with other IT team members and users? 6. What features do you use the most? Why?
- 10. A Day in the Life of Morning • Review tickets, prioritize urgent cases Midday • Troubleshooting, user communication Afternoon • Closing tickets, documentation End of Day • Reporting & knowledge sharing Pattern: Most IT Support Assistants follow a structured routine involving ticket management, troubleshooting, user communication, and documentation.
- 11. Mind Mapping Mind mapping helps organize thoughts, boost creativity, and improve memory by visually structuring ideas. It's useful for problem-solving, planning, and collaboration, making it easier to generate and connect ideas effectively. View Detailed User Flow Customer Touchpoint Map - Miro
- 12. Proto Persona for Employees Here are proto personas for the 3 key user groups in the ITSM App: Employee (End User) , IT Support Assistant, and IT Manager These proto personas provide a foundational understanding of the different user groups and their needs.
- 13. Identifying Key Personas & Their Needs Before designing the conversation flow, let’s define the primary personas who interact with the App. Proto Persona Role & Context Primary Needs Challenges IT Support Assistant Manages & resolves IT tickets Quick issue resolution, ticket updates, automation Overwhelmed by repetitive queries Employee (End User) Reports issues, seeks IT support Fast, self-service IT help, system status updates Long resolution times IT Manager Monitors IT performance, oversees efficiency Insights on IT team workload, system performance Delays in issue tracking & reporting
- 14. IT Support Assistant Goals 1. To resolve technical issues quickly and efficiently to minimize employee downtime. 2. To continuously improve his skills and knowledge to handle a wide range of technical issues. 3. To ensure high levels of employee satisfaction by providing prompt and effective support. Behaviors 1. Alex proactively monitors support requests and prioritizes them based on urgency and impact. 2. He is comfortable using various digital tools and platforms to streamline her work. Pain Points 1. Frequently handling the same basic issues (e.g., password resets, VPN connectivity). 2. Too many tickets and urgent requests, making it hard to prioritize. 3. Lack of efficient ticketing systems or automation for common issues. Motivations 1. He values efficiency and is motivated by tools and processes that help her work smarter, not harder. 2. Alex is driven by the impact her work has on the company and its clients. Alex has been working in IT support for 5 years, specializing in troubleshooting and resolving technical issues for employees in a large multinational corporation. He has a degree in Information Technology and is certified in various IT support tools and systems. "VPN issues are the worst! People just say, ‘It’s not working,’ without details. It’s usually something simple—bad Wi-Fi, expired credentials, or forgotten MFA. A quick troubleshooting guide or automation could save me so much time."
- 15. Empathy Map (IT Support Assistant) IT Support Assistant Think Does Feel Says • I need to resolve these tickets quickly. • Why are there so many repetitive issues? • Users are getting frustrated with delays. • How can I prioritize these tickets more effectively? • I hope the AI recommendations are accurate. • There must be a more efficient way to handle these common issues. • Overwhelmed by the high volume of tickets and the pressure to resolve them quickly. • Annoyed by repetitive issues and the inefficiencies in the current system. • Optimistic that AI tools will help improve efficiency and reduce workload. • Logs into the ITSM dashboard to check new tickets. • Uses AI tools to categorize and prioritize incidents. • Follows troubleshooting steps and escalates issues when necessary.
- 17. How Might We Statement For IT Support Assistant 1. How might we reduce repetitive tasks for IT support teams through automation? 2. How might we enable proactive issue resolution before users report problems? 3. How might we improve collaboration among IT support teams for faster problem- solving? 4. How might we streamline ticket management for better prioritization and resolution? For Employees (End User) 1. How might we ensure a seamless Omni- channel IT Support experience for Employees? 2. How might we provide self-service solutions that empower employees to resolve common IT problems? 3. How might we personalize IT support based on employees’ past interactions and preferences? For IT Manager 1. How might we enable better decision- making through AI-driven analytics and reports? 2. How might we optimize IT resource allocation for improved efficiency? 3. How might we provide IT managers with real-time insights on IT service performance? How Might We” (HMW) statements helps to frame design challenges as opportunities for innovation. Here are some HMW statements tailored to the different user groups.
- 18. Ideation Board This Ideation table will help organize ideas for each “How Might We” (HMW) statement, making it easier to visualize and prioritize potential solutions. How might we Ideas Category Feasibility Impact Notes How might we provide personalized IT support based on user behavior and past issues? Implement AI-driven recommendations based on previous tickets Personalization Medium High Requires historical data and ML models How might we leverage AI and automation to resolve common IT issues proactively? Deploy AI-based self- healing mechanisms for recurring IT issues Automation Medium High Monitor patterns and automate fixes How might we integrate multiple IT support channels (chatbot, voice, email, mobile, web)? Create a unified dashboard consolidating all support channels Omni-Channel Medium High Needs API integrations How might we use AI to recommend solutions based on past tickets? AI-based search engine for KB articles and similar cases Knowledge Management Medium High Train AI models on past ticket resolutions
- 19. Scenario: Proactive Incident Management with AI Assistance User Role: IT Support Assistant Context: In a large enterprise, the IT Support Assistant is responsible for managing and resolving IT incidents. The company has recently integrated Generative AI into their ITSM tool to enhance incident management and improve overall efficiency. The enterprise operates in a fast-paced environment where timely resolution of IT issues is critical to maintaining business productivity and minimizing downtime. Environment: The enterprise operates in a fast-paced setting with thousands of employees across multiple departments. The IT infrastructure is complex, involving on- premises servers, cloud services, and various software applications. To support this diverse user base, the company uses multiple support channels, including an ITSM portal, mobile app, email, phone, and chat. Generative AI models are integrated into the ITSM tool to assist with tasks like incident detection, prioritization, troubleshooting, escalation, and documentation.
- 20. Ecosystem View ITSM Core Functions User Roles ITSM System Service Request Mgt. Asst. Config. Mgt. Knowledge Mgt. Email Web Portal Mobile App Phone Support Incident Mgt. IT Managers Administrators IT Support Agents End-Users Omni-Channel Touchpoints Chatbots Slack MS Teams Problem Mgt. Change Mgt. AI, Automation & Intelligence AI- Powered Chatbots Predictive Analytics Self- Healing IT
- 21. Omni-Channel Experience ITSM App Designing an omni-channel experience for an IT Service Management (ITSM) application means ensuring seamless and consistent interactions across multiple touchpoints, such as web, mobile, email, chatbots, Phone, Slack, MS Teams, and even voice assistants. Mobile App: SMS alerts Chatbot for L1 Support Email: AI extracts issues Web Portal: AI-powered search, simplified UI - Voice Assistant: Hands-free IT support Slack MS Teams
- 22. Journey Map - IT Support Assistant
- 23. User Flow --IT Support Assistant-- An Entire user flow for IT Support Assistant to support any type of requests through any platform.
- 24. Low-Fidelity Design Mobile View for IT Support Assistant
- 25. IT Support Assistant Dashboard AI ChatBot AI ChatBot
- 26. Validation: Testing & Feedback What they didn’t like New ideas Areas of improvement What they liked
- 27. Thank You Phone No.: +91-9170190346 Presented by: Kheema Pandey