For Customer Support Needs

Ticketing System for Tracking and Managing Client Requests

Role & Scope

Defined end-to-end user journey, built the design system for scale, and worked hand-in-hand with developers to ship a solution that met both user needs and business goals.

Role & Scope

Defined end-to-end user journey, built the design system for scale, and worked hand-in-hand with developers to ship a solution that met both user needs and business goals.

Cross-Functional

Founding product designer(me), Product Manager, and 1 Full-stack developer

Cross-Functional

Founding product designer(me), Product Manager, and 1 Full-stack developer

Project Dynamic

Feb 2024 - Oct 2024

Project Dynamic

Feb 2024 - Oct 2024

While working at PropertyShare, I observed that customer communication and issue management were handled across fragmented channels, making collaboration between internal teams difficult and inconsistent ownership of client requests. To better understand the problem, I conducted interviews with over 20 colleagues across operations, support, and client-facing teams. The research revealed that the workflow was largely unorganized and lacked a systematic way to consolidate and present customer data. As a result, teams struggled to maintain consistent communication with clients, leading to operational inefficiencies and negatively impacting customer satisfaction as well as the company’s professional portfolio.

Impact

Ticketing support query

Saving

day

Average ticket resolving time

Time

Time saved per team member per week

Design Approach

The "Skunkworks" Approach

I took ownership of the entire lifecycle of this feature. I advocated for a "Review-First" philosophy. I moved the user from a state of searching to a state of validating.

The Audit

I shadowed student workers to map every "click" and "tab-switch" in their 20-minute cycle.

The Audit

I shadowed student workers to map every "click" and "tab-switch" in their 20-minute cycle.

Communication gap within teams, late response to clients

Without a shared internal tracking channel, we're seeing delayed responses and extra effort to extract data from the required team.

Communication gap within teams, late response to clients

Without a shared internal tracking channel, we're seeing delayed responses and extra effort to extract data from the required team.

The Prompt Engineering

I spent weeks refining how the AI interpreted "regulatory jargon" to ensure it wasn't just grabbing text, but actually answering the specific questions required by database.

The Prompt Engineering

I spent weeks refining how the AI interpreted "regulatory jargon" to ensure it wasn't just grabbing text, but actually answering the specific questions required by database.

Design Philosophy

Conversational Interface Approach

It was a more complex technical challenge, but it was the only solution that truly aligned with our design principles and solved the core emotional need to feel heard. A simple chat interface on the front-end required a robust, intelligent system on the back-end. Guided by our Empower, Don't Overwhelm principle, I designed the Information Architecture to support this.

Human Authority Over Automation

Pure automation is risky with regulatory data. My philosophy was to use AI as a high-speed research assistant, not a replacement. The UI was designed to present suggestions, requiring a human to "Verify & Commit."

Contextual Continuity

I followed a "Zero-Tab" philosophy. By building a Sidebar Extension, I eliminated context switching. The user never has to leave the source URL to fill out the Collaboratory form.

Contextual Continuity

I followed a "Zero-Tab" philosophy. By building a Sidebar Extension, I eliminated context switching. The user never has to leave the source URL to fill out the Collaboratory form.

Provenance & Trust

AI can "hallucinate." To counter this, I implemented Source Mapping. For every answer the AI generated, the UI provided a direct link or highlight to the specific paragraph in the source document where that data originated.

Key features

Unified Ticketing Dashboard

Centralizes customer requests from fragmented channels, streamlining internal collaboration and ensuring consistent ownership of client issues.

Backend workflow for ticket management including SLAs, escalations, and access permissions.

Voice from each projects

Balance of Speed vs. Depth

Designing for 10 agents is different than designing for 100. I learned the importance of "Auto-Routing" and "SLA Visualizations." By making the urgency of a ticket visible at a glance, we ensured that high-priority investor issues never got buried in a growing backlog of routine queries

Voice from each projects

Balance of Speed vs. Depth

Voice from each projects

Balance of Speed vs. Depth

Collaboratory

Property Share