Experiência do Utilizador Aplicada a Sistemas de Resolução de Problemas por Tickets: O Caso do iPTicket

Abstract

This dissertation has as main objective the development of a proposal of user experience design at the level of business trouble ticket systems. To achieve this goal, it will be necessary to study the latest standards and practices at the level of user experience, user interface and usability, especially in the case of problem ticket systems. It will also be developed and proposed an interface design and a way of interconnecting the same interfaces at the level of this type of system respecting what has been studied by using various UX development tools to be presented in the future. This work will then be applied to the particular case of the iPTicket product and will be studied its main usability and experience problems and will be proposed potential solutions to them in order to respond to the needs of its users. This will require a study of the goals of the company and key user groups to produce the final requirements and produce developments in both the iPTicket web interface and its email service. In a final phase, these potential improvements will be tested together to verify their effect and draw conclusions.