We returned to work from 2010 to update it to a new user interface framework and a responsive design, ready for use on both tablet and mobile.
Hagan: Project Lead, Interaction Design, Persona Development, Design Strategy
David: Visual Design, User Research
In 2010, we worked with InteQ on their help desk product, Infradesk. We never got a chance to turn that design into a responsive design, so in 2016, we decided to spend some time thinking about what that would look like. Let’s start with the desktop design that we created back in 2010.
We started by updating this design to use the Bootstrap framework. At the time, this design was hand created in HTML and CSS – we provide the engineering team with many of the HTML elements needed to implement the design. Today, an application like this one would be built with a framework.
The users for this product are individuals who work at a help desk – their list of open tickets is at the center of the application. Any design for a smaller screen would need to keep its focus on that list, but the list is large and complex. One trick will be to keep key information, even as the screen size shrinks.
Shrinking further, to phone-sized screens is even more challenging. While using icons isn’t ideal in most situations, they are well suited for small spaces, and so long as there are few of them, and they are relatively clear, the user should be able to find what they need. We focused on the most important aspects of this screen, all while keeping functionality like filtering, searching, and refresh easy to find.