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CASE STUDY AS

CASE STUDY API SUPPORT

OVERVIEW

API Support Tool (AST) is a multifunctional support system that helps link API developers, API users, and API managers to solutions for their API needs.

 

API Support provides the user a multitude of different materials and avenues to help solve their issue. As seen below, the two main routes AST utilizes for solving API issues are the self-help documents and the ticket queue. The user also is able to view resolved tickets or tickets that are currently in progress under the 'Ticket Status' page. The last page, 'Information' displays information about the tool itself, as well as, a feedback section for the user to give suggestions on improvements.

API Support Screen 1.png
PROBLEM

API users did not know where to go to receive help and this caused backups for the user and the individuals trying to help resolve the issue.

This lead to the users' issues being miscommunicated, lost or delayed.

API Support Screen 2.png
USERS AND AUDIENCE

Primary users of this tool were API owners/developers, API managers, and API support teams.

API Support Screen 3.png
ROLES AND RESPONSIBILITIES

I was apart of a team of 5. I lead the UI design on this tool, and I also contributed to the development, planning, publishing, and testing.

API Support Screen 5.png
SCOPE AND CONSTRAINTS

AST went live over a year ago on Powerapps. This program helped fill the gaps in our team since we did not have any developers.

API Support Screen 6.png
PROCESS

Visuals on the process of this tool are classified, but wireframing and brainstorming were held in Invision. This allowed a collaborative effort between managers, designers, and others alike.

From wireframing came further developments and details in Sketch. These designs were translated into Powerapps and the dynamic queue was able to pull from Sharepoint.

After user testing, user interviews, and user synthesis, API Support Tool was launched.

API Support Screen 7.png
OUTCOMES AND RESULTS

My team and I were able to implement tracking into our tool. This helped prove the usefulness of AST as the issues were being directed more clearly, issues were being resolved quicker, and users starting reliably coming back to the tool for support.

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