At Musashi AI, I designed and prototyped a cross-platform Ticketing System to improve how plant workers, AI engineers, and managers reported and resolved manufacturing defects. The system aimed to streamline defect reporting, enhance visibility, and reduce redundancies across web, iOS, and iPad platforms.

* Note: Due to signing an NDA, I cannot share the full design journey or internal screens. This case study focuses on my research process, contributions as a Product Designer, and key outcomes.

Role: Internship/Co-op
Product Designer
User Researcher
(Team of 3 Product Developers + Me!)

Date:
May 2024 - December 2024
( 8 Months )

Skills:
Figma (Prototyping), Sketch (Wireframing), Miro (User research: Pain points, User Journey, Information Architecture)

Part 1

Problem

Plant employees were submitting unrelated or misclassified manufacturing defect tickets.
The existing Cendiant Inspect dashboard contained repetitive pages and lacked a clear, efficient workflow.
Cross-device consistency between web and mobile was limited, creating adoption challenges.
AI engineers had difficulty separating AI-related issues from non-relevant reports.

Part 2

Introducing Ticketing System for AI Manufacturing Defects

Month 1 -2 -> Discovery & Research

Audited the existing Cendiant Dashboard to identify repetitive pages, friction points, and causes of unrelated defect submissions.
Visited the plant with the Product team to interview employees and managers, mapping workflows for plant staff, AI engineers, project managers, and clients.
Created new workflows and initiated bi-weekly feedback sessions with plant managers to validate accessibility and ease of adaptabilty.

Stakeholder Research Insight Synthesis

Primary stakeholders Userflow

Before - Cendiant Dashboard without Ticketing System

After - Cendiant Dashboard with Ticketing System

Month 2-3 -> Design System

Created a new design system that preserved brand vision while incorporating research insights.
Worked closely with the product development team to optimize button placement, table structures, and interaction patterns to reduce redundancy.

Month 3-6 -> Cendiant Inspect Dashboard Redesign & Ticketing System Integration

Removed redundant pages, added new features (e.g., customizable notification timings), and enhanced navigation across iOS mobile, iPad, and Web platforms using wireframes and high-fidelity prototypes.
Conducted A/B testing and usability sessions with internal stakeholders (Marketing, HR, Project Management, AI Engineering) to ensure adaptability for diverse skill levels.
Designed and integrated the Ticketing System across all platforms, synthesizing research for each stakeholder group focusing on ticket priority levels, ticket status, reporting name, defect description, date, and time.
Designed and integrated the Ticketing System across all platforms, synthesizing research for each stakeholder group focusing on ticket priority levels, ticket status, reporting name, defect description, date, and time.

Month 6-8 -> Final Testing and Documentation

Conducted final usability and A/B testing of the Ticketing System internally and with plant employees/managers.
Incorporated feedback to improve usability and adaptability.
Developed detailed User Guidelines Documentation for plant employees, Musashi AI staff, and clients, covering workflows such as viewing updates for specific manufacturing lines for client, creating tickets, activating notifications aligned with manufacturing hours.