> Role: **Product Designer**\
> Company: **Two Barrels**\
> Team: **2 engineers, 1 project manager**\
> Deliverables: **User Flow, Mockup, Prototype**

## A ticketing system bottlenecked by search

At Two Barrels, I was responsible for various products in CorpTools, our business management software suite. CorpTools' ticketing system managed customer communications by grouping related interactions (emails, calls, and documents) into **Problems**, which were handled by Customer Service Representatives (CSRs).

**Problem Search**, the tool for locating specific Problems, was originally limited to CSR team managers.. CSRs had no way to independently research customer history, which created inefficiencies:

* Managers were overwhelmed by requests to find old Problems for CSRs — 1 in 5 emails between managers and CSRs was related to problem search(!).

* CSRs couldn’t provide the best customer experience without historical context.

My role was to redesign Problem Search to empower CSRs, enhance manager capabilities, and maintain fairness in ticket assignment workflows.

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```

## Balancing empowerment and fairness in ticket assignment

The redesign had to address critical pain points for both admins and CSRs:

### Cherry-picking

Managers worried that giving CSRs access to Problem Search would allow them to bypass the ticket queue and pick easier Problems. Resistance from managers was a common roadblock of this project.

### Limited functionality

Problem Search lacked filters, making it difficult even for managers to find the right tickets.

### Scalability

With the team and ticket volume growing, the search tool needed to accommodate increasing complexity, such as handling user permissions.

## Redesigned search slashes manager workload by 20%

We delivered a transformed Problem Search tool that addressed these challenges while streamlining workflows:

### Advanced filters for managers

Introduced filters for status, date ranges, assignee, region, and Event types, dramatically improving search precision.

### Reworked permissions

Allowed CSRs to search only within Problems tied to customers they had previously handled, eliminating the risk of cherry-picking.

### Optimized usability

Applied industry-standard faceted search principles, customized to our ticketing workflow, ensuring both managers and CSRs could easily find Problems.

**These changes eliminated 20% of emails between CSRs and their managers, reduced response time for CSRs to a significant proportion of tickets, and resulted in positive feedback from managers who loved the filters as well as CSRs who appreciated their new autonomy.**

CorpTools Problem Search Overhaul

Product Designer

User Experience focus including Interaction Design Theory, Information Design & Usability, Enterprise Planning & Implementation, and Website & E-Commerce Strategy.

During the Covid-19 pandemic, I joined GoDaddy's Website Design Services in my first corporate role, helping hundreds of small businesses pivot to eCommerce amid lockdowns. GoDaddy WDS delivered complete websites including design, copywriting, development, and troubleshooting. I handled back-end setup with WordPress and WooCommerce, front-end design, often including conceiving new branding.

Creating VIP ecommerce websites

Interior crocodile alligator, I drive a chevrolet movie theater

Translating the Real Madrid brand to ecommerce

CorpTools' ticketing system was originally built only to handle email-based customer communication, forcing customer service users to rely on multiple tools for other types of contact like phone or document sharing. I led the design for this new architecture, including creation of a phone call handler and a consolidated and improved search.

Scaling CorpTools ticketing system

Improving usability for creators

Startup livestreaming and crowdfunding platform for creators.

Focusing product concept

Household name in domain registration and hosting.

Designed and managed GoDaddy.com international homepage and hosting product pages, including user flows and A/B testing.

Marketing Ops Technologist II

GoDaddy's Website Design Services for establishing clients' online presence.

Website design and development in WordPress for VIP GoDaddy clients including Kareem Abdul-Jabbar and Patrick Reed.

Website Designer

Elevated ecommerce for the biggest names in sports and entertainment.

Led creation of design system for a white-label ecommerce platform to build stores for clients such as Real Madrid and Blizzard.

UX Designer

Livestreaming and crowdfunding platform for independent creators.

Product design and front-end development for a Venture Devils startup including payment processing and video streaming features.

Principal Product Designer

Empowering small businesses with tools to manage communication and operations.

Product design and design system creation for CorpTools, a suite of business management software including a domain registrar, ticket management software, and a phone communication mobile app.

Gianmarco Minin

2024