1. Challenge
Modernize access to critical information and eliminate manual tasks for the field support team, which spent time on repetitive reports and low strategic problem resolution.
2. Strategic Impact
Increasing daily processing automated requests.
Freed week time for the team to focus on high-complexity tasks.
Standardization of critical technical support workflows.
3. How I Made It Happen
- Active collaboration with UX/UI to translate technical needs into functional designs.
- Weekly code reviews with senior developers to optimize performance.
- Agile prioritization of demands through bi-weekly sprints with the Product Owner.
4. Tools and Methodologies
- Angular 8
- RxJS
- Chart.js
- Azure DevOps
- Figma
- TypeScript
- JavaScript
- Scrum
- Jasmine
5. Key Achievements
a. Increased field support productivity by 35% in 6 months:
Measured by: Reduction in manual hours spent closing tickets.
Action: Development of dynamic dashboards using Angular 8 and RxJS for real-time updates on key metrics.
b. Reduced average ticket resolution time:
Measured by: Comparative metrics before and after system implementation.
Action: Creation of smart forms and contextual action buttons that standardized workflows.
c. Developed reusable components:
Measured by: Reduction in development time for new features.
Action: Implementation of a modular architecture in Angular integrated with Chart.js for data visualization.
d. Achieved team adoption of the new interfaces:
Measured by: Internal user satisfaction training survey.
Action: Feedback cycles with interactive prototypes in Figma and usability testing.
e. Ensured minimal critical bugs in production post-launch:
Measured by: Continuous monitoring via Azure DevOps.
Action: Implementation of unit tests (Jasmine) with 80% coverage and CI/CD pipelines.
6. Key Differentiation
Data-driven approach: All design decisions validated by real usage metrics.
Bridge between teams: Technical translation of feedback from non-technical users.
Continuous evolution: System designed to scale with new business rules.