Affinity Diagram Certify Help Desk Tickets

The project manager of SBA Certify tasked me with going through the tickets on the SBA helpdesk and organizing user feedback. I was asked to synthesize hundreds of individual tickets into a clear visual or document that highlights key issues and supports actionable recommendations. I utilized an affinity diagram because they provide a concise snapshot of information gathered from many points of data. I began by doing through the helpdesk ticket by ticket and providing a brief explanation of the issue described on a sticky note.

After completing this step, I grouped the tickets by issue type and color-coded them to differentiate internal and external users. This allowed the project manager to identify at a glance the main problems users reported in the Certify Helpdesk. From there, the team came together to ideate solutions to newly identified issues and provided status updates on existing known issues.