Help Desk Portal
A concept redesign of an internal support platform focused on improving access to technical help, documentation, and support channels within a complex enterprise environment.
Context
The project was based on an existing internal support system that required migration to a new platform and significant UX improvements. The goal was to redesign the structure and interface to support high daily usage, diverse content types, and multiple support flows.
My role
I led the design and implementation of the Helpdesk Portal end-to-end. Before
starting the design work, I conducted a
comprehensive UX assessment of the existing platform, reviewing information architecture, page structure, UI
patterns,
and overall usability. I worked closely with the Helpdesk team to understand their workflows and needs, walking
them
through the assessment, gathering feedback, and discussing design preferences.
Based on these insights, I explored multiple layout and visual design directions, presenting different options
for
navigation, banners, and overall aesthetics, and guiding the team toward a final solution. Throughout the
project, I
collaborated closely with backend developers to understand platform constraints and to define several new
features that
had not previously been implemented in internal systems.
I was responsible for the full UX and interface design as well as the frontend implementation. The project
evolved through regular reviews and iterations, ensuring the final
product aligned with both user needs and technical constraints.
Key challenges
- Designing within strict platform and technical constraints
- Supporting multiple support channels (tickets, documentation, live chat)
- Structuring large amounts of content in a scalable way
- Designing reusable components for alerts, navigation, and dynamic content
- Ensuring clarity and usability for a wide internal user base
Process & approach
The project started with a UX/UI assessment of the existing system, followed by collaboration with multiple teams to identify limitations, opportunities, and required features. Based on this input, I designed a clear information architecture and interface structure, iterating on layouts and components to balance usability, consistency, and technical feasibility.
Solution
The final design provides a clear entry point to support options, structured navigation, and consistent UI patterns, making it easier for users to quickly find help or escalate issues.
Outcome
The resulting design demonstrates how complex, system-driven requirements can be translated into a clear and usable interface. The project highlights my ability to work at the intersection of UX, frontend design, and technical constraints.