Queues & Views North Star
Queues & Views North Star
Queues & Views North Star
Unifying reductant tools to combine Queues and Views to streamline agent workflows in Jira Service Management.
Unifying reductant tools to combine Queues and Views to streamline agent workflows in Jira Service Management.
Project Overview
Project Overview
What is it?
What is it?
Queues and Views are two core experiences in Jira Service Management that help agents manage work items. But over time, these two tools became repetitive and agents switched between them to look for specific functions.
We set the vision to combine the two functionality into one, with M1 prioritising functionality in one of the tabs "List" first.
Queues and Views are two core experiences in Jira Service Management that help agents manage work items. But over time, these two tools became repetitive and agents switched between them to look for specific functions.
We set the vision to combine the two functionality into one, with M1 prioritising functionality in one of the tabs "List" first.
Queues and Views are two core experiences in Jira Service Management that help agents manage work items. But over time, these two tools became repetitive and agents switched between them to look for specific functions.
We set the vision to combine the two functionality into one, with M1 prioritising functionality in one of the tabs "List" first.
My contribution
My contribution
Led the research and concepts of the North Star
Defined the vision and M1 prioritisation with PM and engineers
Aligned stakeholders on a scalable solution
Led the research and concepts of the North Star
Defined the vision and M1 prioritisation with PM and engineers
Aligned stakeholders on a scalable solution
Company
Company
Atlassian
Atlassian
Role
Role
Product design lead
Product design lead
Time frame
Time frame
Jun - Oct 2025
The current experience
The current experience
Queues show work items from a single project, with List, Board and Calendar view. Whereas Views, shows work items across multiple projects, but it doesn't have List view that agents tend to use.
Queues show work items from a single project, with List, Board and Calendar view. Whereas Views, shows work items across multiple projects, but it doesn't have List view that agents tend to use.
Queues show work items from a single project, with List, Board and Calendar view. Whereas Views, shows work items across multiple projects, but it doesn't have List view that agents tend to use.
Queues - current
Views (queue)
Queues - current
Views (queue)
The gap
The gap
Our triad saw a gap between the tools, and when Product Manager and I went through community feedback and data, we learnt that many were paying or building their own JQL dashboards to merge Queues and Views functionality together.
It's clear that agents want a one-stop shop to manage all their work items.
Our triad saw a gap between the tools, and when Product Manager and I went through community feedback and data, we learnt that many were paying or building their own JQL dashboards to merge Queues and Views functionality together.
It's clear that agents want a one-stop shop to manage all their work items.
Our triad saw a gap between the tools, and when Product Manager and I went through community feedback and data, we learnt that many were paying or building their own JQL dashboards to merge Queues and Views functionality together.
It's clear that agents want a one-stop shop to manage all their work items.
Community feedback
Community feedback
Queues usage > Views
Queues usage > Views
Auditing and mapping
Auditing and mapping
To put a vision together, I started by mapping out the gaps before the Queues and Views currently, so I know what I'm working with. From there I referred to the usage of each feature and the user feedback to determine what's the final stage we want to get to.
To put a vision together, I started by mapping out the gaps before the Queues and Views currently, so I know what I'm working with. From there I referred to the usage of each feature and the user feedback to determine what's the final stage we want to get to.
Queue - Bulk edit
Queue - Bulk edit
Select all to bulk select, with quick options at the top
Select all to bulk select, with quick options at the top
Views - Bulk edit
Views - Bulk edit
Without bulk select options
Without bulk select options
Exploring North Star
Exploring North Star
I explored three directions:
Keep them separate,
Merge them, or
Move Queues outside the project level.
When discussing and analysing the best approach with the triad, the benchmark we looked at are around dev effort, Monthly Core Users (MCU) impact, alignment to users' mental model etc.
I explored three directions:
Keep them separate,
Merge them, or
Move Queues outside the project level.
When discussing and analysing the best approach with the triad, the benchmark we looked at are around dev effort, Monthly Core Users (MCU) impact, alignment to users' mental model etc.
I explored three directions:
Keep them separate,
Merge them, or
Move Queues outside the project level.
When discussing and analysing the best approach with the triad, the benchmark we looked at are around dev effort, Monthly Core Users (MCU) impact, alignment to users' mental model etc.
Option 1: Combine Queue and Views and move out of project
Option 2: Combine the two and keep it within a project
Option 3: Keep it as is
Option 1: Combine Queue and Views and move out of project
Option 2: Combine the two and keep it within a project
Option 3: Keep it as is
Option 1: Combine Queue and Views and move out of project
Option 2: Combine the two and keep it within a project
Option 3: Keep it as is
Option 1: Combine Queue and Views and move out of project
Option 2: Combine the two and keep it within a project
Option 3: Keep it as is
Option 1: Combine Queue and Views and move out of project
Option 2: Combine the two and keep it within a project
Option 3: Keep it as is
Landing on Option 2
Landing on Option 2
Option 2 to "merge the two and keep it within the project level "was decided collectively as majority of agents are familiar with using Queues, and we can collect behavioural data on how they are using this before making a platform and strategic decision of whether we should move it outside of a project.
I also took reference to Jira and NIN views patterns and components so that there's more consistency and a smaller learning curve to the change.
Option 2 to "merge the two and keep it within the project level "was decided collectively as majority of agents are familiar with using Queues, and we can collect behavioural data on how they are using this before making a platform and strategic decision of whether we should move it outside of a project.
I also took reference to Jira and NIN views patterns and components so that there's more consistency and a smaller learning curve to the change.
Option 2 to "merge the two and keep it within the project level "was decided collectively as majority of agents are familiar with using Queues, and we can collect behavioural data on how they are using this before making a platform and strategic decision of whether we should move it outside of a project.
I also took reference to Jira and NIN views patterns and components so that there's more consistency and a smaller learning curve to the change.
Features comparison examples
Features comparison examples
Before: No multi project selection
Before: No multi selection
Before: No multi project selection
Views had multi-project selection but Queue doesn't
Views had multi-project selection but Queue doesn't
After : Multi-project selection
After : Multi selection
Views is combined into Views with multi-project filter and column
Views is combined into Views with multi-project filter and column
Before: Bulk edit
Before: Bulk edit
Queue had multi-select but Views didn't
Queue had multi-select but Views didn't
After : Bulk edit
After : Bulk edit
Now both have bulk select and floating action bar at the bottom
Now both have bulk select and floating action bar at the bottom
Before: Triage in a modal
Before: Triage in a modal
Triaging all work items in one go increasing loading time
Triaging all work items in one go increasing loading time
After : Aligned to other features in a side panel
After : Aligned to be on the side
After : Aligned to other features in a side panel
Reduced loading time with separated quick actions
Reduced loading time with separated quick actions
Our M1
Our M1
We wouldn't launch everything in one go since that would take up too much time and cost. This is why when we were prioritising features, we noticed the biggest gap between Queue and Views is that Views doesn't have a "List view. We decided M1 to start with that and collect data to see how users are using the new features e.g. in-line edit in the table, column configuration.
We wouldn't launch everything in one go since that would take up too much time and cost. This is why when we were prioritising features, we noticed the biggest gap between Queue and Views is that Views doesn't have a "List view. We decided M1 to start with that and collect data to see how users are using the new features e.g. in-line edit in the table, column configuration.
We wouldn't launch everything in one go since that would take up too much time and cost. This is why when we were prioritising features, we noticed the biggest gap between Queue and Views is that Views doesn't have a "List view. We decided M1 to start with that and collect data to see how users are using the new features e.g. in-line edit in the table, column configuration.
Results & what's next
Results & what's next
We rolled out to 50% of users and saw
Multi-project usage jump from 70 → 100 projects,
with daily active tenants growing from 1,900 → 2,300.
This validated that we were solving the right problem and had data to support the North Star.
Next, I planned user interviews to refine M1 and expand rollout. We’ll test where the merged Queue should live and gradually move toward a full beta of the unified experience.
We rolled out to 50% of users and saw
Multi-project usage jump from 70 → 100 projects,
with daily active tenants growing from 1,900 → 2,300.
This validated that we were solving the right problem and had data to support the North Star.
Next, I planned user interviews to refine M1 and expand rollout. We’ll test where the merged Queue should live and gradually move toward a full beta of the unified experience.
We rolled out to 50% of users and saw
Multi-project usage jump from 70 → 100 projects,
with daily active tenants growing from 1,900 → 2,300.
This validated that we were solving the right problem and had data to support the North Star.
Next, I planned user interviews to refine M1 and expand rollout. We’ll test where the merged Queue should live and gradually move toward a full beta of the unified experience.
My learnings 💙
My learnings 💙
Collaboration was essential to navigate shifting teams and meeting timeline, so I set up regular cross-functional check-ins and clearly document and annotate my designs.
Combining two complex feature sets required clear prioritisation and alignment so we had to utilise data to drive stronger product decisions.
Collaboration was essential to navigate shifting teams and meeting timeline, so I set up regular cross-functional check-ins and clearly document and annotate my designs.
Combining two complex feature sets required clear prioritisation and alignment so we had to utilise data to drive stronger product decisions.
Collaboration was essential to navigate shifting teams and meeting timeline, so I set up regular cross-functional check-ins and clearly document and annotate my designs.
Combining two complex feature sets required clear prioritisation and alignment so we had to utilise data to drive stronger product decisions.
Testimonials
Testimonials
Big thanks to Lorraine for such a smooth onboarding to our team. Lorraine has immediately added so much value to our team by helping provide much needed clarity to our state of product design and explorations. I'm glad we had this chance to work together!
———
Senior Product Manager
Big thanks to Lorraine for such a smooth onboarding to our team. Lorraine has immediately added so much value to our team by helping provide much needed clarity to our state of product design and explorations. I'm glad we had this chance to work together!
———
Senior Product Manager
I really appreciate the way Lorraine has stepped in and gotten across the work so quickly and easily. Even within a short few days, she's been able to organise all the designs to give everyone clarity about the experience and help us have the conversations with engineers and product to nail down the M1 scope. Thanks for being so great to work with!
———
Senior Content Designer
I really appreciate the way Lorraine has stepped in and gotten across the work so quickly and easily. Even within a short few days, she's been able to organise all the designs to give everyone clarity about the experience and help us have the conversations with engineers and product to nail down the M1 scope. Thanks for being so great to work with!
———
Senior Content Designer