After onboarding at Covenant Eyes, I observed that there wasn’t a formalized research request process. Researchers were receiving research requests through personal messages on Slack, verbally, etc. which caused numerous problems:

• Hard to track, reference, accept/reject, manage, or assign projects
• Personnel was confused about how to request UX research
• Lack of transparency of research being conducted within research and across the company

A JIRA help desk was selected to maintain consistency with the company-wide norm of using JIRA tickets to request and track work. I designed and tested prototypes with prospective help desk users. Feedback guided subsequent iterations. I worked closely with JIRA experts to set up and launch the help desk. The final designs are shown at left. Now all research requests can be assigned, tracked, etc.

I also created concise documentation and a one-page visual to communicate the UX research process. I sketched a mockup based on company workflows, which was made into a high-fidelity version by the Communication Design team to align with brand standards.