A simple app that lets government employees report IT problems in a few taps, follow their ticket and give feedback on changes in the office.
Challenge
Employees worked from home and offices across the Netherlands and ran into problems with Outlook, Teams or their laptops, but hardly anyone created a ticket. IT support didn't know what was broken, and feedback on office changes was still collected on paper that nobody used.
My role
I designed the mobile app from requirements to final screens: user flows in Miro, aligning stakeholders on the flow, and the UI design.
Timeline
The home screen is a timeline of recent tickets from colleagues, where IT support posts updates as soon as an issue is fixed.
Create a new alert
One big plus button opens the alert flow: pick the service, add a photo if you like, and say how much it affects your work.
Two taps for a known issue
If a colleague already reported the problem, you just tap "me too". That makes reporting effortless and shows IT support how many people are affected, so they can fix the biggest issues first.
Onboarding
A few intro screens explain the timeline, creating an alert and the monitor.
Monitor
Right after reporting, users see the status of their alert and how many colleagues have the same issue: instant, positive feedback.
Feedback from management
Notifications show ticket updates and short feedback questions, for example about a new meeting cell, replacing the paper forms on the wall.
Profile creation
Sign up with a work email and a security code.
Connect services
Based on your job, the app suggests the services you use daily, so your timeline only shows updates that matter to you.
Settings
Update your job, switch services on or off and see your own alerts.
A bit of fun
Playful copy and emoji throughout ("Log out? Oh no… please don't go!") make the app friendly to use and keep people coming back.
