Advancing the Xurrent User Experience
In case you missed the news from September 2024, we rebranded.
Along with a new name, fresh logo, new colors and fonts, we have also been working hard to improve our user experience (UX) for you, the user. Over the Summer, the team performed a full platform audit to identify the most used areas of the application and to answer one question: How could we improve the UX?
As part of that mission, we hired Xurrent’s very first User Experience Designer, Betty Moges (look out for more in an upcoming employee Spotlight blog!) The progress has been rapid and extremely positive.
As with all improvements, we are taking an iterative approach to these changes and moving through our normal release process. However, we also know most people do not love change.
The intent of this article is to outline where we are headed from a high level.
Two caveats:
1. The designs below are not final.
2. They may (or may not) be delivered in the order listed below.
The following four areas are those we are starting with:
Improve the main navigational experience
The two-pane view (Data Table + Request) must go. It simply takes up too much space!
Our research showed that most users (whether analysts or managers) either focus on the details of a specific ticket OR search across many tickets … but not both concurrently. Moving to a single-pane view (with a corresponding breadcrumb trail) gives us more ability to invest in evolving the core Request object.
This added real estate means we can begin adding features such as:
>>Assistance widgets (i.e. AI Insights panel or Quick Actions buttons.)
>>Improved Notes interactions
>>Actions embedded from the Service Hierarchy Browser.
Be on the lookout for the single-pane.
Upgrade the table view
The single-pane view not only gives us space to add to the request objects-it also provides a much needed opportunity to improve the table.
While highly utilitarian, our core table — found throughout the application — needs more details: gauges and colors and icons embedded throughout. These added grid elements allow users to gain deeper insight at a glance.
Additionally, when on a table, one of the most used features is custom views. Currently, these views are hidden behind a small drop-down carrot, easily missed, and difficult to interact with. We’re bringing those more front and center by introducing a secondary ‘Quick Views’ panel.
Give more visibility to the account switcher
The ability to flip between accounts is at the core of the Xurrent experience.
The trusts established between support domains and externally give MSP customers the ability to quickly switch between accounts. While the inbox does a great job of surfacing the most important work, many Managers use the Requests view to look across accounts.
We will move this feature front and center for easier access.
A more effective use of the vertical and horizontal navigation bars
The vertical navigation bar takes up a lot of space yet only has a handful of links.
The next iteration of this view will include some of the most used components for easier access. After that, we intend to make the nav bars customizable and configurable to each customers’ specific needs.
And that’s just the tip of the iceberg
Starting later this month, we’ll begin showcasing these updates in release notes.
Note: If you haven’t already, please sign up for our Design Advocacy Program to receive weekly questions about design considerations.
Join the 50+ customers who are already proactively providing feedback — data that’s critical to this UX improvement process.
Again, we are very sensitive to the impact of change on humans. Re-learning established patterns can be frustrating. Please know this: Through the design research we are doing and feedback from partners, we are confident the UX upgrades will improve your usage of the platform and overall satisfaction.
Thanks for joining us as we continue to grow and improve the platform.