Priox Service Management Platform

Site definition

What is the purpose of the site: Priox is a Service Management Platform that supports organizations to automate and maintain control over (IT) business processes. The tool provides modules like a workflow engine, a ticket registration system, and a customizable management dashboard to stay in control.

What are the goals of the site: Priox started with the development of the tool in 2004 to fill the gap in the IT Service Management (ITSM) software market. Organizations in the field of Managed Services and Outsourcing asked for advanced tooling and could not find what they needed at the time. What started as an investigation into the perfect service management tool, ended in the development of the Priox Service Management Suite. All developments, consultancy and training of Priox are in-house.

The basic idea of Priox was to offer companies the opportunity to get control and control in their own hands. Priox has specialized in this over the years; they can provide customers with real management control over the entire chain of information systems, from the demand of internal or external customers (demand) to the provision of services such as service desks, alerting systems and external data resources (supply). The tool provides several modules:

  • Workflow engine: Automation of business processes;
  • Ticket registration system: Questions, requests for changes and problems are registered and handled (possibly on a project basis);
  • Time registration module: Work can be recorded and it provides an overview of the time spent and associated costs;
  • Object engine for (IT) Resources Management: Data of the assets is recorded and managed;
  • Management Dashboard: Information about progress and status – relevant dashboards are displayed per target group (by organization, function or personal level);
  • Operational Reports: Qualitative and quantitative reports;
  • Business Intelligence Reporting: Trend analyzes that provide management with insight into important control information;
  • Knowledge Base: Known mistakes, workarounds, and recurring questions;
  • Integrated ITIL, ISO / IEC20000, Cobit, Cobit, CMMI, SOX and TablakBatt system: Support of process registration and regulations;

Project: Priox has acquired, aside from IT companies, new clients from various industries. IT companies have become customers, but also DIY stores, government institutions, healthcare institutions and fashion houses. Additionally, more functionality has been added to the product in order to meet the needs of the clients. The problem, which was indicated during the first phase, was that the users found it difficult to interact with the product.

I did a complete redesign of their IT Service Management Platform, named Priox, by creating a UX Design for a new user-friendly & modern User Portal (based on the principles of Google Material Design) so that the users can easily achieve their goals.

In my applied research, it has been attempted to gain an answer to the central question “How can the User Experience for the various types of users of Priox be optimized, so that their desired goal or result is easier to achieve?”. To accomplish this project I used “The Elements of UX” model throughout the process.

The first steps of the development process was to administer a profitable strategy and determine the scope. I did this by discovering what the business objectives & user needs are. I started with tackling the root cause of the interface through an expert review and user research. The next step was constructing a practical user-flow to establish structure (Information Architecture). With that knowledge I was able to create sketches and a low-fidelity prototype. These were designed and iteratively tested to form the ‘skeleton’ (how it works; UX). The ‘surface’ was then made concrete by creating a high-fidelity prototype (the look & feel; UI). The UX Design could then be applied for the prototype of the web application.

Priox can use my design to improve usability and accessibility to enhance the user satisfaction of their SaaS platform. The most challenging & satisfying part of this project: “The ability to simplify means to eliminate the unnecessary so that the necessary may speak”.

Project Details

  • Client: Priox
  • Product: Priox (IT) Service Management Platform – User Portal
  • Role: UX Designer
  • Duration: 6 months
  • Contribution:  Feature brainstorming, user research (empathy mapping, personas, user surveys), information architecture, information design, product backlog tracking, prototyping (paper & low-fidelity), usability testing, interaction design / front-end development
  • Tools: Paper & Pen, UXpin, Adobe Illustrator, Aptana studio (coding), Angular development platform
  • Client website:

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