Feature Rollout
Part 01 — Ticket System
We designed a step-by-step & robust ticket management system with real-time status tracking while enabling players to monitor their issues effortlessly. Adding clear visual cues fostered transparency, making users feel assured about the app's reliability and commitment. This includes a few updates like - Ticket Design & Ticket Tag Revamp
Sketches
In redesigning the ticket entry point card architecture and the open ticket view, the goal was to create an interface that prioritized clarity, usability, and efficiency without overwhelming the user. Key identifiers—such as ticket date, status, game category, technical issue type, and clear visual cues— were carefully prioritized to surface P0 (high-priority) issues upfront, ensuring users immediately saw what mattered most.
Tags
Visual indicators like color-coded statuses and game category icons provided instant recognition, reducing cognitive load. It helped a player take quick actions based on callouts, minimizing decision fatigue during an already stressful moment in their journey.
Ticket Component Architecture
Balancing information density was crucial. By leveraging progressive disclosure principles, I kept the design clean and intuitive, presenting essential details upfront. The screen scroll-to-ticket height ratio was fine-tuned to maintain visual hierarchy, ensuring the interface felt spacious and not cluttered, even with multiple open tickets.
Final Design
Challenges
• Turning Player Feedback into Actionable Insights:
One of the most challenging aspects of this project was diving deep into player feedback & interviews to uncover actionable insights. Piecing together scattered inputs, identifying patterns, and pinpointing the pain points players encountered.
• Setting Measurable, Goal-Oriented Design Milestones:
Once the core issues were clear, the next hurdle was tackling the enormity of customer support. It spans a not-so-vast but extremely impressionable portion of the user journey, so we broke the project into smaller, goal-oriented phases. Each phase was designed to be measurable, ensuring tangible progress without losing sight of the overarching goal.
• Balancing Functionality with Player Delight:
Finding a balance between streamlining ticket resolution & the joy of players was fairly challenging. Whether it was surfacing clear visual cues or reducing the number of steps, the focus remained on making the experience intuitive and enjoyable.
In conclusion achieving balance—between functionality and delight—was where the real magic happened.
DM for Walkthrough
