Overview

https://embed.figma.com/proto/fpC6PW8y3xr7tkf5BLGbpj/MIM?page-id=140%3A102636&node-id=147-114961&viewport=850%2C324%2C0.47&t=v8y3Goal7uL0l7s2-8&scaling=scale-down-width&content-scaling=fixed&starting-point-node-id=147%3A114961&hide-ui=1&embed-host=notion&footer=false&theme=system

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MAJOR INCIDENT MANAGEMENT IN FRESHSERVICE

0-1 Product Design | Enterprise B2B | 8 Months (Released June 2023)

I led design of our Major Incident Management feature, transforming how IT teams handle critical disruptions, coordinate responses, and communicate with stakeholders—streamlining incident resolution in Freshservice.

Previously, companies managed major incidents through manual processes. Our research identified key gaps driving enterprise customers to competitors. Our 8-month MIM solution with four core components has transformed incident management, reducing response times and creating new business opportunities.

Contribution

• Led end-to-end design of Major Incident Management feature.
• Conducted research via customer interviews, competitor analysis, and industry standards to identify pain points and best practices.
• Designed four core components: MI ticket type, creation workflows, collaboration tools, and reporting.
• Collaborated with developers, PMs, and QA for seamless implementation.

Impact

• 362 customers adopted in first month, showing high adoption even though major incidents don't happen often.
• 1300 major incidents resolved in 2 months, demonstrating active feature usage.
• 5X increase in adoption over 6 months, with accounts using the feature growing by 18% monthly

Feature launch demo

[https://drive.google.com/file/d/1z0_2Vpk4Qf5Q-GDdTIT5ub-Zw2t2JgFk/view?usp=sharing](https://drive.google.com/file/d/1z0_2Vpk4Qf5Q-GDdTIT5ub-Zw2t2JgFk/view?usp=sharing)

https://www.freshworks.com/freshservice/it-operations-management/major-incident/

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Solution in Action (Interactive Demo): There’s a major incident at SWIGGY

Put yourself in the hot seat! Manage a live crisis as Swiggy's food delivery platform crashes, leaving thousands of hungry customers stranded. See how our tool helps you coordinate the response team and restore service.

Go to prototype

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Continue reading below to explore the full design process—from identifying the problem through research, ideation, solution design, and final results. Perfect if you want to understand the complete methodology and decision-making behind this feature.

Before we start

What are major incidents?

Major incidents are severe disruptions that significantly impact business operations or IT services, such as network outages.

Major Incident Management swiftly coordinates responses to minimize business impact and restore normal service. It includes detecting incidents, mobilizing resources, and implementing mitigation measures.