ServiceQube
Optimising the design system and redesigning for consistent user flows
2023
UX/UI design
Icona is an Italian software development company. They understood that without a better UX, their competitive advantage could weaken.
Service Qube is a customer support software that allows to provide support 24/7 everywhere in the world. This tool allows final users to request for assistance and to companies to provide assistance. It has sections for user manuals, FAQs, live support and it integrates Deskoala.
I was asked to improve both the UX and UI of the tool to make sure that the functionalities were enhanced by a great user experience.
Goals
Refine and standardise the design system across the platform
Improve user flows and functionalities
Develop a clear, consistent, and visually appealing interface
Integrate AI to enhance user efficiency and effectiveness
Results
I redesigned the ticketing section to improve clarity and UI consistency.
Previously, the tickets homepage was cluttered and lacked coherence, making it difficult to locate and differentiate tickets.
After the redesign, the homepage now highlights critical information with a coherent hierarchy, improved filters, and a meaningful color scheme for statuses.
Before
After
Before
After
The advanced search functionality was also revamped for better usability and consistency, transitioning from a cumbersome interface to one that integrates seamlessly with the overall layout.
Before
After
In addition, I contributed to two AI-driven projects: one that auto-fills ticket details to save time and enhance the ticketing section, and another that allows users to interact with Icona’s AI, Sofia, for quick access to information instead of navigating through user manuals. Both features were developed for mobile and desktop versions.
