As briefly mentioned in my 2019 article (“Customer-Customized ITSM Services”), STEG has been developing E-GENE Lightning to set a new direction for ITSM solutions. The goal was to provide an Out-of-the-Box ITSM solution that users could easily and quickly configure with minimal effort.

By 2020, as the global pandemic increased the importance of IT operations, user-centric design became more critical than ever. With IT deeply integrated into daily life, the significance of UI (User Interface) and UX (User Experience)—the elements users directly interact with—has grown substantially. In response, STEG integrated user-focused UI/UX into its E-GENE ITSM solution.

Clear Definition and Role of UI/UX

During this UI/UX enhancement project, we realized that users place great importance on UI/UX when evaluating software or new solutions. Many people, including myself initially, think of UI/UX as mere design. However, if we had approached it solely from a design perspective, we would have fallen short of meeting user expectations.

UI design refers to the visual aspects—layout, fonts, colors—while UX design focuses on creating user-centered experiences that maximize satisfaction. UX emphasizes emotional engagement rather than technical features, making it essential to design interfaces that reflect real user experiences.

Importance of Interface Compatibility

No matter how advanced the technology, if the interface is not intuitive, UI/UX fails. Familiarity matters—users expect consistency in interaction patterns. For example, moving the browser’s close button from the top-right to the top-left would cause confusion. Therefore, our goal was to deliver an interface that preserves usability while incorporating STEG’s unique characteristics.

By embedding user-friendly UI/UX into our solution, we transformed the interface from a developer-centric design to a user-centric one, making it cleaner, more intuitive, and easier to use.

Delivering Enhanced UI/UX with E-GENE Lightning

Leveraging our extensive experience as a leader in the ITSM industry, we analyzed usability patterns and UI models to define tone and manner, apply minimalistic design principles, and incorporate modern trends. We introduced dynamic motion to break away from repetitive frames and rigid layouts, creating a more engaging experience.

This effort focused on improving information architecture for quick navigation and interaction, while maintaining consistency with existing solutions for ease of adoption. Ultimately, these changes aimed to enhance user satisfaction and deliver greater value.

We believe that deeper consideration of UI/UX will pave the way for new market opportunities. Through E-GENE’s refined UI/UX, users can enjoy a more convenient and satisfying interface experience.

Below are examples showcasing the evolution from traditional ITSM UI/UX to the improved design. These images represent only a portion of the enhancements—full functionality can be experienced in the actual ITSM system.

Figure 1. ITSM Portal Screen

Figure 2. ITSM Registration Screen

Figure 3. ITSM Processing Screen

Figure 4. ITSM History Screen

Figure 5. ITSM Status Overview

Figure 6. ITSM File Attachment

Figure 7. ITSM History Map

Figure 8. ITSM Relationship View

Lee So-Young, Assistant Manager, Solution Research Lab, R&D Division, STEG Inc.