In the past, we've talked about Halo's improved look and feel, but those improvements aren't just cosmetic. When we talk about ticket classification, the changes to look and feel are both functional and exciting. Some of the first steps we took when improving our ticketing system were reimagining how we classify our tickets and redesigning our organizational tree from the roots to the leaves.
We took a design thinking approach that prioritizes our users' needs. Our Operation Excellence team worked in conjunction with end-users, service owners and agents to develop a system that is fully designed for the people who use it—people like you!
After following this design thinking approach, our Halo classification tree has fewer, more meaningful categories labelled with terms that make sense to the users. What's even more impressive is that our service request labels now fully align with our service catalogue, providing us with some long-desired consistency.