HelpDesk

The problem

Agents were having trouble using list view because a)navigating between subject is hard because of inconsistent user interface pattern b)context is missing without showing latest customer reply in the list view

What the design looked like before

1. Users can only view a small amount of content at a time because of poor information architecture & white space

2. Too many action button inside list items is unnecessary & making the content less scan friendly

3. Without supporting visuals list view looks less appealing aesthetically & UI feels more content heavy

4. By default the app opens queues page - Why do users always have to select a queue instead of seeing the latest updates at first?

Exploring possible solutions 🔮

I started exploring different options based on following pointers

1. List view prevents over scrolling by providing more information in a visible area.

2. Remove any unnecessary items from the list e.g. more options

3. List view should follows a natural reading patterns like the F-shaped pattern

4. Tap affordance for the ‘list items’ should be improved

5. All list items should have consistent dimension

6. Picture conveys a thousand words and lists are meant to be scannable. So it makes sense to introduce supporting visuals

Here are some early ideas that I sketched out.

My initial explorations

List of possible options I tried for list view. There are lot information we should convey to our user at first glance and It forced me to come up with four line list UI design which is not recommended though. For a presentation purpose I created those designs.