ASBL's Support System

Support at ASBL was being handled through calls, WhatsApp, and scattered conversations, which made issue tracking slow and unreliable. Teams lacked visibility into ownership, status, and resolution history, so recurring problems kept resurfacing without a strong system behind them.

I designed the product experience for a centralized support system tailored to construction operations, with workflows for reporting, tracking, escalation, and visibility across teams.

• Support requests came from multiple departments with different urgency and workflows.
• The system needed to feel simple enough to replace phone-first reporting habits.
• High-volume issue tracking needed clear categorization, ownership, and searchability.
• Management needed analytics, while teams needed day-to-day operational clarity.

I worked with site engineers, project managers, and department heads to understand how issues were reported, escalated, and resolved in the real world. The main needs were immediate status visibility, central communication, clearer prioritization, and a record of repeated issues.

• Built structured ticket management: users could log issues with categories, descriptions, attachments, and ownership.
• Added real-time status flow: Open, In Progress, Resolved, and Closed states made ticket progress visible to everyone.
• Defined role-based workflows: reporters, assignees, and approvers each saw relevant actions and responsibilities.
• Introduced priority and SLA thinking: critical issues could be escalated and tracked against response expectations.
• Designed analytics and search: recurring problems, resolution trends, and ticket history became measurable.