Global Service Desk(GSD) - a broken experience!

Day: First working day of the week

Time: Right time for work

User Scenario: Tired of searching all through the bunch of links and word of mouth suggestions, I finally found that the Ask George Forum will possibly answer my question on business development activities within my domain. Having already lost 1 day, I was very curious to get all the needed answers now.

Task: I click on Ask George Forum and after briefly looking around the screen real estate, I click on the ‘Post New Message’ - I was told this is the mecca of business and technical queries getting answered in the quickest possible time within the company. > Ok what takes it so long? > Ah! there it is…What???? > ” Session has been(?) expired. Click on the home button above to reload the session > Pooh…Vain attempt on HOME button. No luck. Whom to ask? No feedback form. Ok let me see if it can be answered by GSD - Global Support Desk.

GSD Web Application I click and launch the GSD website. Now starts the greatest journey of user experience!! > The page title says - Remedy Mid Tier 6.3 (Now who wants to know that??) > The company logo and a collage of a world and some more elements (what is it trying to convey) > Username and Password - So which username? What if I dont know my username. Whom to contact if I am new joinee? What if I forgot my password? No answers. > Untiringly I try my system user id and password. After 2 tries it finally opens up. > Homepage launches with completely empty tables on left and right. > There is a small link - Users Click Here. I click on it and then it reloads the page with my previous tickets and solutions. Ok I decide my experience is going to be longwinded and troublesome and I close the window and go for a coffee!