SysAid, a leading IT Service Management (ITSM) platform, initiated a major redesign in 2021 with the development of Spaces, a modern system designed to replace the legacy Classic platform, which had been in use since 2002.
Spaces was officially introduced to customers in November 2023, offering a more intuitive and user-centric interface to enhance workflows for IT professionals handling service requests, asset management, and incident resolution.
The design process began with extensive research to analyze SysAid’s Classic platform, its users, and the competitive ITSM landscape. This chapter summarizes key insights from design partner feedback, customer surveys, competitive analysis, and user personas, leading to actionable solutions for the Spaces platform.
Collaborations with design partners provided early feedback through interviews, live sessions, and prototype testing.
Positive Insight: Reliability and familiarity of the Classic platform.
Pain Points: Complex UI, limited customization, and difficulties with asset management.
Surveys across various customer uncovered consistent trends in platform usage & frustrations.
Positive Feedback: Valued customization options, API integration, and effective ticket tracking.
Pain Points: Customization complexity, unresolved tickets, and asset management limitations.
Benchmarking SysAid against leaders like ServiceNow & Jira identified design gaps & opportunities.
Key Strengths: Advanced customization, AI-driven workflows, and robust dashboards.
Pain Points: Overwhelming UI, steep learning curves, and slow navigation in competitive platforms.
The research insights guided the following design principles for the Spaces platform:
Designed to allow users to manage and filter tickets with ease. It provides a clear and organized table structure where users can view key details such as ticket descriptions, assignees, and status indicators. The filtering system at the top of the page helps users quickly adjust views based on their needs, while the clean layout minimizes visual clutter, improving overall navigation speed and usability.
Focuses on presenting detailed ticket information in an intuitive format. Each section is clearly labeled and allows users to easily access fields for ticket data, related items, and action items like attachments and journey tracking. By providing a well-structured layout, users can quickly assess ticket status and perform actions like reassignment or resolution with minimal effort.
A comprehensive design system was developed to ensure consistency and efficiency. This included a set of guidelines for typography, color schemes, component libraries, and interaction patterns. The design system not only streamlined the development process but also ensured a cohesive user experience across the platform.
The Queue page serves as the nerve center of the entire platform, consolidating all open tickets along with their detailed data.
I led the redesign of the Queue page, aligning it with modern design trends. By analyzing user behavior & researching similar software, I identified key functionalities & streamlined the layout for intuitive access, I ensured the design met user requirements and enhanced platform functionality.
The ticket page is structured into two main sections: The left side displays the ticket information fields, which are customizable through pre-made and custom templates. The right side features several key functions under different tabs
I ensured that users can easily access and manage ticket information. Additionally, I prioritized the flexibility of the interface, allowing customization through pre-made and custom templates, and incorporated key functionalities into distinct tabs.
admins can create and edit ticket templates using an intuitive drag-and-drop system, organizing fields in a three-column layout and viewing properties like restrictions, hints, and mandatory status for each field.
The design of the Template Designer focuses on simplicity and efficiency. The three-column layout facilitates a logical workflow, with drag-and-drop functionality to build and organize templates easily. This design approach ensures that users can quickly create and modify templates to suit their specific needs
