Challenge Summary
Welcome to the Meli - FFI Support Portal Mobile Design Concepts Challenge. In this challenge, we are looking for the Topcoder Design community to help design a modern mobile experience for a very large enterprise self-service support portal. We are looking for your design concepts to be very simple (yet engaging) modern design using a “mobile first” thought process.
We are at the beginning of this project and would like to rapidly design and prototype this application!. Meli is looking to change how their employees think about and experience their "IT Help Service" with an intuitive mobile experience.
In this challenge, we are looking for DESIGN CONCEPTS on how this mobile support portal could potentially work. What should the user see and experience when using the application?
Good luck and we are looking forward to your submissions!
Round 1
Submit your initial designs for checkpoint feedback!
Checkpoint Focus:
02. Dashboard Screens (key screens for this challenge)
04. Request Help Flow
- Feel free to submit any additional screens at the checkpoint
- Make sure to number your screens (00, 01, 02, 03 etc.)
Round 2
Final designs and Checkpiont Feedback
01. Login/Sign In
02. Dashboard Screens (key screens for this challenge)
03. Personalization
04. Request Help Flow
05. Search Results
- Make sure to number your screens (00, 01, 02, 03 etc.)
Challenge Description
This challenge is focused on creating new and engaging concepts around the Meli "IT Help" Support Portal mobile experience. Think as a modern mobile user and consumer of technical support services - lets strive for a simple user experience!
The Design Problem
- Meli is a very large global company that needs to support their employees IT Help requests and services
- Meli IT Support currently provides regional support around the world to their employees and this experience can be a confusing based on the type of support you are requesting.
- The current IT Help support portal has a lot of features, links and tools but has grown to a point where it is a confusing and sometimes time consuming (too many clicks) user experience.
- Meli does not currently have an IT Help mobile application
Challenge Goals
- Meli is looking to develop a “mobile first” user experience - we want to think about why and how a user wants to interact and use IT Help.
- We want to tackle designing a mobile IT Help support portal that allows employees the ability to request help but to also manage their own support in a quick and timely manner.
- All employees should feel like their issue is a priority and empowered to help themselves if possible
Design Thoughts
- We are focused on Responsive Design
- Think about apps you currently use that are simple and easy to interact with. Apps that allow you to keep requests and tasks simple for the user
- Simple and minimalistic design
- Limit the number of clicks
- Intuitive for non-IT users
- Note: Users should have a personalized experience to help with the global and regional support features.
Project and Application Theme
The key concepts of this mobile IT Help portal is to “Fix, Fulfill, Inform” = FFI Support Portal
Fix = The ability for an Employee to find and fix their technical support issues or request help from Support.
Fulfill = The ability for Support to satisfy an order request (example: provide an employee with a new phone, request a local support technician)
Inform = The ability for the Support Portal to keep Employees up-to-date on technical issues and to help educate through Tutorials, FAQ's, Videos, etc.
Important
Fix, Fulfill, Inform are “concepts” of how you should think about a user interacting with this application. This does not mean you need to create tabs that say “Fix, Fulfill, Inform”. The idea is how does an employee interact with the application if they are looking to Fix something or looking to learn about a new application.
User Personas
For this challenge we want you to think about these key users
Executive
- Wants to quickly access help and get help immediately (right now!)
- Might delegate their request to someone else who need to get answers quickly
- Wants to experience a modern "uber" and cutting edge user experience (even for IT Help!)
Road Warrior
- This is an Employee who is often traveling
- Normally at the airport, on trains or in their car
- Always on their phone (email, chat, phone, doing all type of work from their phone)
- IT Help is hard, confusing and not simple enough for mobile
- I don't have time for this
Power User
- This is an Employee who is very tech-savvy
- Submits many IT Help support tickets
- Thinks why is IT Help so hard?
- Frustrated with the Support Portal process and multiple steps to accomplish goals
- Would prefer a personalized experience and "smart" application
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What is "self-service support"?
Large companies have support websites (portals) where employees can quickly request support or manage their own support issues (self-service) by logging in and searching for solutions (FAQs), managing their support requests (tickets) and reading or viewing tutorials. Support requests are things like computer and mobile phone issues, software issues or requesting things ordering a new phone or spinning up a virtual machine for software development. Many support portals are built for desktop computers and are not focused on providing a modern and engaging user experience let alone a great mobile experience.
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Screen Suggestions
01. Login
- User will need to log into the application (as this will be a corporate application)
- Login and security features are important here
- Simple single login with branding
- Forgot password
- Tutorial overlay
- Think modern application login!
02. Dashboard Screens (key screens for this challenge)
Note: Help requests are traditionally "tickets" - we are thinking it can be easier and more of a simple user experience where the user doesn't need to think about tickets
Focus: What makes sense to be on the dashboard/start of the application? (keep it simple)
Reminder: A user needs to quickly "Fix, Fulfill or Inform"
Suggested features and navigation
- Quickly click to call, email, or chat support
- Create a help request via call, voice input and text based input
- Voice and Text input: create a simple summary of my help request and send it
- Quickly see my support requests (tickets or a ticket like feature that show status of my request and allows me to take action)
- Search!
- Easy access to Self-Help/FAQ’s
- Notifications (alert me of support request fixes/status updates)
- Automatically detect where the user is and provide relevant information news and alerts
- Log history of user requests and common requests
- Quick access to employee directory
- Ability to schedule an appointment
03. Personalization
- The application will need know who you are
- Local support contact information based on your profile and location
- A user needs to quickly see devices that are associated with their corporate profile (device information like serial numbers or length of service)
- Preferences on how they like to be notified, location preferences, time zone preferences, etc
04. Request Help Flow
- What is the flow when a user created a Help Request?
- Show this user flow and your concept
- Quickly see requests/questions I have created (pending or resolved, see status of pending requests)
- It might make sense to include a timeline layout for requests
05. Search Results
The goal is to quickly find relevant content and have it be displayed easily on a mobile device - think about spacing, size and a user to be able to tap and touch this content
- A user wants to quickly find answers to common questions.
- Search field lets a user type questions that auto-populate based on the user typing
- Search can pull back all types of content (Answers, PDF, videos, images)
- Filter results
- Search content could be tagged
- Tapping the content would take the user to a screen showing the content and details
- The most popular FAQs are at the top
Screen Sizes
- Responsive focus
- Design screens for iPhone 6 portrait display = 750x1334
Branding Guidelines
- See attachment
- This is meant as a starting guide - let us know if you have any questions
Judging Criteria
- How well you design and present your mobile concepts!
- Cleanliness of your graphics and design.
- User interface design
Submission & Source Files
Preview Image
Create your preview image as one (1) 1920x1080 JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.
Submission File
Please upload PNG images in a zip file with all requested contest requirements stated above. Number your files (01, 02, 03, etc) this will help review them in order.
Source Files
All original source files of the submitted design. Files should be created in Adobe Photoshop or Illustrator and saved as layered PSD/AI files.
Final Fixes
As part of the final fixes phase you may be asked to modify your graphics (sizes or colors) or modify overall colours. We may ask you to update your design or graphics based on checkpoint feedback.
Please read the challenge specification carefully and watch the forums for any questions or feedback concerning this challenge. It is important that you monitor any updates provided by the client or Studio Admins in the forums. Please post any questions you might have for the client in the forums.