ROLE
Application support engineer
DIVISION
Apps Support, Managed Services
TEAM
Support
Product manager
Developers
Designers
Marketing
Legal Security
Accounting
Sales
The Role
The Role
I worked as an IT Application Support Engineer specializing in Atlassian Marketplace tools. This focused on helping users overcome daily challenges, which primarily include configuration issues, bugs, feature requests, customizations and migrations.
I worked as an IT Application Support Engineer specializing in Atlassian Marketplace tools. This focused on helping users overcome daily challenges, which primarily include configuration issues, bugs, feature requests, customizations and migrations.
My goal was to enhance user satisfaction, directly impacting key customer service metrics. These were achieved through effective troubleshooting, real-time support and authentic interactions.
My goal was to enhance user satisfaction, directly impacting key customer service metrics. These were achieved through effective troubleshooting, real-time support and authentic interactions.
This page showcases examples of user experience (UX) concepts and work explored throughout the role.
This page showcases examples of user experience (UX) concepts and work explored throughout the role.
Integration tools
Integration tools
Atlassian Jira & Confluence
Salesforce
Google Workspace
Meta Workplace
Customer service metrics
Customer service metrics
Customer Satisfaction (CSat)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Service Level Agreement (SLA)
Bug
Configuration
Blocker
Blocker
Customization
Request
Migration
Support
Bug
Configuration
Blocker
Blocker
Customization
Request
Migration
Support
Bug
Configuration
Blocker
Customization
Request
Migration
Support
CUSTOMER SATISFACTION
Faster Time to Value
Outstanding Customer Experience
CUSTOMER SATISFACTION
Faster Time to Value
Outstanding Customer Experience
CUSTOMER SATISFACTION
Faster Time to Value
Outstanding Customer Experience
Products I've worked with
Key applications comprising main platforms and integration tools. They are primarily from the ServiceRocket Suite, with some acquired by Appfire later.
User Experience (UX)-Driven Work
User Experience - Driven Work
Voices Heard, Happier Users
01
Voices Heard, Happier Users
01
Voices Heard, Happier Users
01
Voices Heard, Happier Users
01
Voices Heard, Happier Users
01
Voices Heard, Happier Users
01
CHALLENGE
Lacking App Knowledge
Users were unaware of the WHAT and HOW to use or execute app functionalities.
Users were unaware of the WHAT and HOW to use or execute app functionalities.
GOAL
Discover the Gaps
Understanding the WHY, which revealed undocumented information, broken links, and critical bugs or version mismatches causing incompatibilities.
Understanding the WHY, which revealed undocumented information, broken links, and critical bugs or version mismatches causing incompatibilities.
Bug
Improvement
Story
Task
PROCESS
Research in Action
To understand the root causes, to resolve the issue or improve the system.
To understand the root causes, to resolve the issue or improve the system.
Interviews
Over 100 sessions to capture pain points and insights.
Interviews
Over 100 sessions to capture pain points and insights.
Interviews
Over 100 sessions to capture pain points and insights.
Tracking Demand via Feature Request Portal
Persona-based stories for sprint prioritization.
Tracking Demand via Feature Request Portal
Persona-based stories for sprint prioritization.
Tracking Demand via Feature Request Portal
Persona-based stories for sprint prioritization.
Analytics
Driving delivery from valuable Jira and AWS CloudWatch statistics, detecting outliers.
Incidents
Analytics
Driving delivery from valuable Jira and AWS CloudWatch statistics, detecting outliers.
Incidents
Analytics
Driving delivery from valuable Jira and AWS CloudWatch statistics, detecting outliers.
Incidents
Testing
Replicating user experience with evidence over opinions.
A
B
Testing
Replicating user experience with evidence over opinions.
A
B
Testing
Replicating user experience with evidence over opinions.
A
B
Capturing User Stories from the Start
What users actually Say, Think and Want
“I need inline attachments to be synced from Jira comments to Salesforce to ease the communication between devs and support.”
Connector for Salesforce & Jira app
User
“As an admin, I would like to have the ability to limit users who can see survey reports, to have better control of data visibility”
Surveys for JSM app
Admin
“The multi-Jira site support will help connect different teams and projects together.”
Connector for Salesforce & Jira app
Product Manager
Translating Insights into Archetypes
These research methods facilitate the reduction of user personas into archetypes, simplifying categorization and problem definition.
These research methods facilitate the reduction of user personas into archetypes, simplifying categorization and problem definition.
“I need features that make my work easier and promote seamless collaboration.”
Collaborative innovators
| User
Collaborative innovators thrive on tools that foster cooperation and streamline their workflow. They seek simplicity and clarity in features, prioritizing ease of use and enhanced communication.
Collaborative innovators
User
“I need features that make my work easier and promote seamless collaboration.”
Collaborative innovators
| User
Collaborative innovators thrive on tools that foster cooperation and streamline their workflow. They seek simplicity and clarity in features, prioritizing ease of use and enhanced communication.
Collaborative innovators
User
“I need features that make my work easier and promote seamless collaboration.”
Collaborative innovators
| User
Collaborative innovators thrive on tools that foster cooperation and streamline their workflow. They seek simplicity and clarity in features, prioritizing ease of use and enhanced communication.
Collaborative innovators
User
“I need robust controls and enhancements to ensure efficient management and optimization of the platform.”
Strategic architects
| Admin
Strategic architects are driven by the need for control and efficiency. They seek features that provide them with granular control over the platform, with enhancements that optimize performance and the overall user experience.
Strategic architects
Admin
“I need robust controls and enhancements to ensure efficient management and optimization of the platform.”
Strategic architects
| Admin
Strategic architects are driven by the need for control and efficiency. They seek features that provide them with granular control over the platform, with enhancements that optimize performance and the overall user experience.
Strategic architects
Admin
“I need robust controls and enhancements to ensure efficient management and optimization of the platform.”
Strategic architects
| Admin
Strategic architects are driven by the need for control and efficiency. They seek features that provide them with granular control over the platform, with enhancements that optimize performance and the overall user experience.
Strategic architects
Admin
“I seek customizable features that allow for seamless integration and tailored solutions to meet specific business needs.”
Technical trailblazers
| Developer
Technical trailblazers are motivated by the opportunity to customize and optimize. They look for features that offer flexibility and configurability, allowing them to tailor solutions to meet unique business requirements.
Technical trailblazers
Developer
“I seek customizable features that allow for seamless integration and tailored solutions to meet specific business needs.”
Technical trailblazers
| Developer
Technical trailblazers are motivated by the opportunity to customize and optimize. They look for features that offer flexibility and configurability, allowing them to tailor solutions to meet unique business requirements.
Technical trailblazers
Developer
“I seek customizable features that allow for seamless integration and tailored solutions to meet specific business needs.”
Technical trailblazers
| Developer
Technical trailblazers are motivated by the opportunity to customize and optimize. They look for features that offer flexibility and configurability, allowing them to tailor solutions to meet unique business requirements.
Technical trailblazers
Developer
“I demand comprehensive solutions that align with our business objectives and provide measurable value for investment.”
Visionary leaders
| Business owner
Visionary leaders prioritize holistic solutions aligned with strategic objectives. They seek clear insights into how platforms drive positive outcomes, often focusing on the big picture and long-term impact.
Visionary leaders
Business owner
“I demand comprehensive solutions that align with our business objectives and provide measurable value for investment.”
Visionary leaders
| Business owner
Visionary leaders prioritize holistic solutions aligned with strategic objectives. They seek clear insights into how platforms drive positive outcomes, often focusing on the big picture and long-term impact.
Visionary leaders
Business owner
“I demand comprehensive solutions that align with our business objectives and provide measurable value for investment.”
Visionary leaders
| Business owner
Visionary leaders prioritize holistic solutions aligned with strategic objectives. They seek clear insights into how platforms drive positive outcomes, often focusing on the big picture and long-term impact.
Visionary leaders
Business owner
IMPACT
Solving the Right Problems
CSat
>=92%
NPS
>=80%
SLA
>=90%
CES
>=8.0
Customer Loyalty
Top Tier Customer Service Metrics
Accurate troubleshooting and ensuring updated documentation, led to outstanding customer service metrics. Time to resolution was reduced, and blockers were minimized.
CSat
>=92%
NPS
>=80%
SLA
>=90%
CES
>=8.0
Customer Loyalty
Top Tier Customer Service Metrics
Accurate troubleshooting and ensuring updated documentation, led to outstanding customer service metrics. Time to resolution was reduced, and blockers were minimized.
CSat
>=92%
NPS
>=80%
SLA
>=90%
CES
>=8.0
Customer Loyalty
Top Tier Customer Service Metrics
Accurate troubleshooting and ensuring updated documentation, led to outstanding customer service metrics. Time to resolution was reduced, and blockers were minimized.
CSat
>=92%
NPS
>=80%
SLA
>=90%
CES
>=8.0
CSat
>=92%
NPS
>=80%
SLA
>=90%
CES
>=8.0
“Danny Ng was incredibly helpful in resolving my issues with Jira attachments not syncing on Salesforce. He promptly proposed a meeting to allow for a more detailed explanation and troubleshooting of the problem I was facing. Additionally, he provided recordings of our meetings along with comprehensive summaries and updates regarding the necessary actions and outstanding tasks.”
“Danny Ng was incredibly helpful in resolving my issues with Jira attachments not syncing on Salesforce. He promptly proposed a meeting to allow for a more detailed explanation and troubleshooting of the problem I was facing. Additionally, he provided recordings of our meetings along with comprehensive summaries and updates regarding the necessary actions and outstanding tasks.”
“Danny Ng was incredibly helpful in resolving my issues with Jira attachments not syncing on Salesforce. He promptly proposed a meeting to allow for a more detailed explanation and troubleshooting of the problem I was facing. Additionally, he provided recordings of our meetings along with comprehensive summaries and updates regarding the necessary actions and outstanding tasks.”
“Top notch customer service! Was trying to navigate using the connector with team-managed service projects and Danny was an absolute champ with his quick, detailed responses - thanks again for all your help Danny!”
“Top notch customer service! Was trying to navigate using the connector with team-managed service projects and Danny was an absolute champ with his quick, detailed responses - thanks again for all your help Danny!”
“Top notch customer service! Was trying to navigate using the connector with team-managed service projects and Danny was an absolute champ with his quick, detailed responses - thanks again for all your help Danny!”
Boosting User Engagement, via Feature Rewrites
02
Boosting User Engagement, via Feature Rewrites
02
Boosting User Engagement, via Feature Rewrites
02
Boosting User Engagement, via Feature Rewrites
02
Boosting User Engagement, via Feature Rewrites
02
Boosting User Engagement, via Feature Rewrites
02
GOAL
Feature Demands
Users struggled with an integration tool’s comment features, requesting improved UI, filtering, and source clarity to enhance collaboration.
Users struggled with an integration tool’s comment features, requesting improved UI, filtering, and source clarity to enhance collaboration.
67
67
67
VOTE
VOTE
VOTE
“I need to view Jira comments in Salesforce from multiple Jira instances, to have effective collaboration with latest information.”
“I need to view Jira comments in Salesforce from multiple Jira instances, to have effective collaboration with latest information.”
“I need to view Jira comments in Salesforce from multiple Jira instances, to have effective collaboration with latest information.”
Connector for Salesforce & Jira app
User
GOAL
Frontline Insights
Provided direct user feedback and overlooked potentials to product managers and stakeholders.
Provided direct user feedback and overlooked potentials to product managers and stakeholders.
PROCESS
Brainstorming Session
Affinity Diagram
Collaborated with stakeholders involving Product, Design, Support and Developers, contributing key user insights to identify themes for prioritization.
Collaborated with stakeholders involving Product, Design, Support and Developers, contributing key user insights to identify themes for prioritization.
As an admin…
As a user…
As a user…
As a developer…
As an admin…
As a user…
As an admin…
As a user…
As a user…
As a developer…
As an admin…
As a user…
As an admin…
As a user…
As a user…
As a developer…
As an admin…
As a user…
Ideas sorted by personas, categorized into themes. Details are blurred for confidentiality.
Key opportunities were targeted during Scrum Sprints, addressing critical requests, while connecting leads with the business.
Key opportunities were targeted during Scrum Sprints, addressing critical requests, while connecting leads with the business.
Sprints where we address critical issues, bugs, feature requests, investigations and development progress. Story points aid in estimating the effort needed to plan a sprint capacity.
CHALLENGE
Growing the User Base
Actionable roadmap goals are created, which were prioritized in sprint cycles, leading to an increased adoption within 1 month, increased Conversion and Retention.
Evaluators
Active users
Returning users
New users
Upgrades
Churned users
Actionable roadmap goals are created, which were prioritized in sprint cycles, leading to an increased adoption within 1 month, increased Conversion and Retention.
Evaluators
Active users
Returning users
New users
Upgrades
Churned users
Actionable roadmap goals are created, which were prioritized in sprint cycles, leading to an increased adoption within 1 month, increased Conversion and Retention.
Evaluators
Active users
Returning users
New users
Upgrades
Churned users
Accelerating App Release Cycle from Weeks to Days
03
Accelerating App Release Cycle from Weeks to Days
03
Accelerating App Release Cycle from Weeks to Days
03
Accelerating App Release Cycle from Weeks to Days
03
Accelerating App Release Cycle from Weeks to Days
03
Accelerating App Release Cycle from Weeks to Days
03
CHALLENGE
Slow App Release Cycles
Upon new Jira version releases, User Acceptance Testing (UAT) for integration tools delays to 3-4 weeks, risking compatibility issues and user frustration.
Upon new Jira version releases, User Acceptance Testing (UAT) for integration tools delays to 3-4 weeks, risking compatibility issues and user frustration.
GOAL
Revamping Test Process
Develop a UAT process that serves as a handbook, which provides structure and efficiency, while fostering continuous learning.
Develop a UAT process that serves as a handbook, which provides structure and efficiency, while fostering continuous learning.
PROCESS
Framework Development
Understanding Current Practices
Optimizing test coverage by understanding current app structure and processes. The UAT process model reflects the app’s information architecture, ensuring logical workflows, reversibility and scalability.
Optimizing test coverage by understanding current app structure and processes. The UAT process model reflects the app’s information architecture, ensuring logical workflows, reversibility and scalability.
Collaborating and Ideating
Rapid ideation with the team to establish clear testing protocols, HOW-TOs and a senior-buddy test system to encourage growth and knowledge sharing.
Rapid ideation with the team to establish clear testing protocols, HOW-TOs and a senior-buddy test system to encourage growth and knowledge sharing.
SWOT
Pair ups
“How might we tailor the instance to showcase the unique value propositions?”
“How might we select the best testing method to promote efficiency?”
“How might we understand the current UAT process to enhance the release speed?”
“How might we restructure the UAT process to encourage growth concurrently?”
How Might We?
SWOT
Value Proposition Canvas
Meetings:
Standups, Retros, Sprints,Global sync-ups
Pilot testing
Pilot testing
“How might we tailor the instance to showcase the unique value propositions?”
“How might we understand the current UAT process to enhance the release speed?”
How Might We?
Pair ups
“How might we select the best testing method to promote efficiency?”
“How might we restructure the UAT process to encourage growth concurrently?”
How Might We?
Pair ups
Meetings:
Standups, Retros, Sprints,Global sync-ups
Pilot testing
Meetings:
Standups, Retros, Sprints,Global sync-ups
Pilot testing
SWOT
Value Proposition Canvas
SWOT
Value Proposition Canvas
IMPACT
Seamless App Rollouts
A Better Experience for All
A Better Experience for All
UAT Process Creation accelerated release cycles from 3 - 4 weeks to 1 week, streamlining processes for stakeholders, internal and end-users.
Streamlined collaboration with stakeholders leading to faster compatibility checks.
End-user satisfaction with minimized incompatibilities and smoother updates.
70
UAT
FASTER
A Better Experience for All
A Better Experience for All
UAT Process Creation accelerated release cycles from 3 - 4 weeks to 1 week, streamlining processes for stakeholders, internal and end-users.
Streamlined collaboration with stakeholders leading to faster compatibility checks.
End-user satisfaction with minimized incompatibilities and smoother updates.
70
UAT
FASTER
A Better Experience for All
A Better Experience for All
UAT Process Creation accelerated release cycles from 3 - 4 weeks to 1 week, streamlining processes for stakeholders, internal and end-users.
Streamlined collaboration with stakeholders leading to faster compatibility checks.
End-user satisfaction with minimized incompatibilities and smoother updates.
70
UAT
FASTER
Planning Story-driven Demos for Higher Adoption
04
Planning Story-driven Demos for Higher Adoption
04
Planning Story-driven Demos for Higher Adoption
04
Planning Story-driven Demos for Higher Adoption
04
Planning Story-driven Demos for Higher Adoption
04
Planning Story-driven Demos for Higher Adoption
04
CHALLENGE
Low Adoption, High Potential
A new app (Surveys for JSM) needed more users, requiring a practical demo guide to increase engagement. There are three types of demos, with the focus under user-oriented demo:
A new app (Surveys for JSM) needed more users, requiring a practical demo guide to increase engagement. There are three types of demos, with the focus under user-oriented demo:
Demo Types
Technical
Detailed, admin focused
Documentation
Technical
Detailed, admin focused
Documentation
Growth
Short, value-based
App listing page
Growth
Short, value-based
App listing page
User-oriented
Longer, story-driven easy onboarding
On-demand
User-oriented
Longer, story-driven easy onboarding
On-demand
User-oriented
GOAL
Planning & Co-creation
Develop a comprehensive demo plan that balances technical and practical guidance. It is a research-backed approach which considers:
Develop a comprehensive demo plan that balances technical and practical guidance. It is a research-backed approach which considers:
Goal forming
Value Prop
Use-case Creation
User Journey
User Flow
Demo
Product Tailoring
Slide Deck Creation
Scripting
Goal forming
Value Prop
Use-case Creation
User Journey
User Flow
Demo
Product Tailoring
Slide Deck Creation
Scripting
Goal forming
Value Prop
Use-case Creation
User Journey
User Flow
Scripting
Slide Deck Creation
Product Tailoring
Demo
Goal forming
Value Prop
Use-case Creation
User Journey
User Flow
Scripting
Slide Deck Creation
Product Tailoring
Demo
PROCESS
Ensuring Relatable Demo Content
Practical Demo Flow
User-tailored demo flow, using distinct colors to represent phases, actions, and screens. It follows a story narrative enabling users to follow along.
User-tailored demo flow, using distinct colors to represent phases, actions, and screens. It follows a story narrative enabling users to follow along.
Details are blurred to maintain confidentiality
Details are blurred to maintain confidentiality
Key Decision Drivers
Cross-team alignment
Support, Product, Dev, Design
User insights
Interviews & app feedback
Audit
App & documentation
Familiar use-cases
Examples that mirror past works
Designing Intuitive Demo Flows
Designing Intuitive Demo Flows
Mimicking the wireframing, mockup and prototyping processes, by simulating visual flows from the current app - Surveys for JSM.
Mimicking the wireframing, mockup and prototyping processes, by simulating visual flows from the current app - Surveys for JSM.
Mimicking the wireframing, mockup and prototyping processes, by simulating visual flows from the current app - Surveys for JSM.
Starting with the Core Feature
The flow begins deliberately from the 'Build' section. This highlights the main functionality, 'Questions' that prompt users with survey feedback.
Ensuring Logical Sequence
Planning seamless configuration steps for multilingual support, tailored for international clients.
Blending Value Propositions with Functionalities
Emphasizing solutions that meet customer needs. Highlighting the capability to customize survey presentations to match company branding.
IMPACT
Driving Adoption and Actionable Insights
Targeted user adoption increase within 1 quarter.
Enables companies to track and visualize key customer metrics (NPS, CSat, CES).
Help identify gaps and improvement areas.
Evaluators
New users
Targeted user adoption increase within 1 quarter.
Enables companies to track and visualize key customer metrics (NPS, CSat, CES).
Help identify gaps and improvement areas.
Evaluators
New users
Targeted user adoption increase within 1 quarter.
Enables companies to track and visualize key customer metrics (NPS, CSat, CES).
Help identify gaps and improvement areas.
Evaluators
New users
What True Service Means
This role emphasizes that great service goes beyond solving problems, it's about how we make users feel.
This role emphasizes that great service goes beyond solving problems, it's about how we make users feel.
Excellence in service requires the delivery of genuine and thoughtful interactions, creating an experience where users feel supported, understood and valued.
Excellence in service requires the delivery of genuine and thoughtful interactions, creating an experience where users feel supported, understood and valued.
I now look forward to a specific moment in every user interaction, which is during the request for review:
“Can you give us 5 stars?”
“Can you give us 5 stars?”
“If you enjoyed your experience, please feel free to leave us a review.”
“If you enjoyed your experience, please feel free to leave us a review.”
Reviews must not be forced, instead it needs to be willingly given.
Reviews must not be forced, instead it needs to be willingly given.
“
”
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