THE FRAME
Two broken systems. I designed one app to fix both.
Inventory & Helpdesk Management · UX Case Study
Pick your pace
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Screens Designed
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Platforms Shipped
0 mo
Project Duration
THE CHALLENGE
K-12 districts manage thousands of assets across multiple locations with helpdesk operations scattered across fragmented systems. Manual record-keeping was error-prone, IT tickets fell through cracks, and nobody had a unified view of what was happening.
70%
reported delays in asset check-ins and check-outs
65%
experienced slow helpdesk response times
3 tools
juggled for inventory, tickets, and audits
Senior UX Designer - end-to-end design across a 21-month cycle with a cross-functional team of 11. Shipped to App Store and Google Play in July 2024.
PROCESS
Interviews, surveys, 3-site observation
All three user groups shared one frustration: fragmented tools eating into education time
Competitive audit, journey maps
Neither competitor offered unified inventory + helpdesk. Incident IQ had depth but terrible onboarding
IA, wireframes, high-fidelity UI
Adopted Lunchbox Design System. RFID/barcode scanning, 11 filterable data views, role-based navigation
iOS + Android, 209 screens
Iterative testing refined ticket filtering and homepage personalization before launch
KEY DECISIONS
Manually typing tag numbers was the biggest time sink. Camera, RFID, and barcode scan features cut audit time dramatically.
Admins and IT staff needed different slices of the same data. Role-based dashboards with comprehensive filters tailored to each user.
Started with basic details, iterated to 10 comprehensive sections after testing. All relevant information accessible without switching tools.
IMPACT
+1.7
User Satisfaction
+27%
Adoption Rate
-18 hrs
Ticket Resolution
-2.8 min
Time on Task
+15%
Inventory Accuracy
+12%
Task Success Rate
REFLECTION
Android used Jetpack Compose, iOS used UIKit. I proposed a simplified single-screen scan view that preserved the core interaction while being feasible on both platforms.
Phase 2 budget was cut mid-sprint. I audited features against research data and cut offline sync and push notifications - shipping on time with highest-impact features intact.