UX Case Studies
Autotask PSA Platform Redesign
Transforming an industry-leading IT business management platform with a comprehensive UX overhaul that enhanced usability and market position.
Project Overview
Timeline
Two-year comprehensive redesign initiative
My Role
  • UX Design
  • UI Design
  • Business & Functional Requirements
  • User Testing
Tools
Axure for prototyping and wireframing
Photoshop for visual design and asset creation
The Challenge
Autotask PSA had grown steadily for years but suffered from an outdated UI and disjointed experience. Multiple modules were crudely integrated, creating workflow friction for IT service providers.
Competition was intensifying pressure on Autotask's market leadership position. Customers demanded an experience that aligned with modern workflows and business needs.
Strategic Approach
We undertook a large-scale redesign to update Autotask PSA's UX with a customizable, role-based approach featuring a clean, modern UI.
The strategy focused on creating a unified experience that would eliminate the disjointed module integration while introducing powerful new capabilities for IT service providers.
Understanding User Needs
Efficient Multitasking
Users needed better capabilities to respond to issues as they arise, managing multiple workflows simultaneously.
Operational Visibility
Improved visibility into day-to-day operations was essential for increasing team accountability and performance.
Data Analysis
Robust analytics capabilities were required to efficiently manage organizational health and make informed decisions.
Design Process
01
Usability Research
Conducted comprehensive studies to identify user pain points and uncover previously unknown client needs in the IT service provider workflow.
02
Requirements Definition
Translated research insights into detailed business and functional requirements that would guide the redesign strategy.
03
Design & Prototyping
Created comprehensive wireframes and interactive prototypes using Axure, followed by detailed visual design in Photoshop.
04
User Testing
Validated design decisions through iterative user testing sessions, ensuring solutions met real-world usage scenarios.
Key Features Delivered
Updated Navigation
Elevated frequently-used functionality to the top level, providing users with easy access to critical tools and reducing navigation depth.
Centralized Search
Enabled quick searching across all major entity types within the application, dramatically improving content discoverability.
Work List
Provided a single location where users could organize and maintain visibility into their current workload and priorities.
Advanced Capabilities
Custom Dashboards
Empowered users to maximize effectiveness through powerful, customizable graphical experiences that supported fact-based decision making.
Recent Items Tracking
Enabled users to manage multiple workflows without losing track of progress, supporting the multitasking needs identified in research.
"My" Menu Centralization
Gathered all user-relevant data into a single, accessible location for improved workflow efficiency.
Smart Bookmarks
Allowed users to mark specific pages and data records for future use, supporting complex, ongoing project management needs.
Client Testimonials
Your data is now feeding you the information you need in real time. Our staff… have the ability to customize what’s important to them.
Gary Power
Director of Client Services
Power Consulting Group
The new UI takes [Autotask] to a whole new level. It’s something I could not have even dreamed of.
Daniel Moshe
CEO
TechGuru
Project Success
This comprehensive redesign not only transformed Autotask PSA from a collection of disjointed modules into a unified, role-based platform that directly addressed user needs, but also established foundational design principles that continue to influence the platform's evolution today.
Key Success Metrics:
  • Immediate user adoption
  • Improved workflow efficiency
  • Renewed competitive positioning in the IT service provider market
  • Demonstrated lasting value of thorough UX research and strategic design thinking
  • Created a lasting competitive advantage
Joe Lawrie
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