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[Case 01]

70% fewer unclear tickets. 320+ hours saved. 95% technician satisfaction.

Higher Education

Jira Workbench Workflow

Turning "detective work" into productive problem-solving.

[Project Overview]

I led a complete redesign of the Jira Workbench, focusing on simplified transitions, required checkpoints, and subtle motivation cues. The result was a smoother, smarter experience that cut unclear tickets by 70% and saved the team over 320 hours a month.

[Problem Statement]

Technicians faced unclear steps, missing info, and friction in handoffs. Jira's workflow was not aligned with how they actually worked.

[Industry]

Higher Education

[My Role]

UX Designer

Business System Analyst

[Platforms]

Jira

[Timeline]

July 2024 – December 2024

View Full Case Study

View Full Case Study

[Process]

[01] User Research

Interviewed 10+ technicians about Jira pain points

Asked what info they needed to complete tasks smoothly

Identified recurring problems: unclear ownership, missing data, unnecessary steps

[01] User Research

Interviewed 10+ technicians about Jira pain points

Asked what info they needed to complete tasks smoothly

Identified recurring problems: unclear ownership, missing data, unnecessary steps

[01] User Research

Interviewed 10+ technicians about Jira pain points

Asked what info they needed to complete tasks smoothly

Identified recurring problems: unclear ownership, missing data, unnecessary steps

[02] Field Study

Shadowed real ticket workflows

Observed patterns of confusion, workarounds, and delays

Noted silent efforts going unrecognized and missed fields

[02] Field Study

Shadowed real ticket workflows

Observed patterns of confusion, workarounds, and delays

Noted silent efforts going unrecognized and missed fields

[02] Field Study

Shadowed real ticket workflows

Observed patterns of confusion, workarounds, and delays

Noted silent efforts going unrecognized and missed fields

[03] Design Solution

Used progressive disclosure to reveal only relevant info per stage

Added checkpoint screens to enforce required fields and clarity

Introduced intrinsic motivators through built-in recognition prompts

[03] Design Solution

Used progressive disclosure to reveal only relevant info per stage

Added checkpoint screens to enforce required fields and clarity

Introduced intrinsic motivators through built-in recognition prompts

[03] Design Solution

Used progressive disclosure to reveal only relevant info per stage

Added checkpoint screens to enforce required fields and clarity

Introduced intrinsic motivators through built-in recognition prompts

[04] Testing & Iteration

Conducted usability testing with live technician tasks

Prioritized changes that fit within Jira’s native features

Refined screens to support faster learning, better documentation, and smoother handoffs

Refined screens to support faster learning, better documentation, and smoother handoffs

[04] Testing & Iteration

Conducted usability testing with live technician tasks

Prioritized changes that fit within Jira’s native features

Refined screens to support faster learning, better documentation, and smoother handoffs

Refined screens to support faster learning, better documentation, and smoother handoffs

[04] Testing & Iteration

Conducted usability testing with live technician tasks

Prioritized changes that fit within Jira’s native features

Refined screens to support faster learning, better documentation, and smoother handoffs

Refined screens to support faster learning, better documentation, and smoother handoffs

[Outcome]

70% fewer unclear tickets
~320 technician hours saved per month
Faster handoffs, fewer mistakes, less frustration

[Key Learnings]

Simplicity Drives Productivity

Reducing visual clutter and focusing on one step at a time made workflows feel lighter and faster.

Simplicity Drives Productivity

Reducing visual clutter and focusing on one step at a time made workflows feel lighter and faster.

Simplicity Drives Productivity

Reducing visual clutter and focusing on one step at a time made workflows feel lighter and faster.

Human Motivation Matters

Recognition systems and small nudges kept technicians engaged and valued.

Human Motivation Matters

Recognition systems and small nudges kept technicians engaged and valued.

Human Motivation Matters

Recognition systems and small nudges kept technicians engaged and valued.

Design Within Constraints Still Works

Even with no dev resources, thoughtful UX using existing tools can create a big impact.

Design Within Constraints Still Works

Even with no dev resources, thoughtful UX using existing tools can create a big impact.

Design Within Constraints Still Works

Even with no dev resources, thoughtful UX using existing tools can create a big impact.

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