Planate Management Group Support Center

The PMG Support Center (PMGSC) is an enterprise-grade, web-based IT Service Management platform built entirely in-house to modernize Planate's internal support operations. What started in April 2025 became a fully deployed system by November 2025 — seven months from kickoff to launch.

At the heart of it is MIA (My Intelligent Assistant), an AI-powered helpdesk agent that doesn't just handle tickets, it classifies them, routes them, predicts issues before they escalate, and converses with users in real time. PMGSC with MIA is now Planate's flagship internal platform, replacing legacy ticketing tools with something built specifically for how the organization actually works.

My role in this project centered on UI/UX design, creating an interface that made a complex, multi-module enterprise system feel approachable, consistent, and easy to navigate for users across different departments and technical backgrounds.

The improved PMGSC focused on making a powerful enterprise tool feel simple, consistent, and worth using.

• Built a unified design system across all modules, same components, patterns, and visual language throughout.
• Applied visual hierarchy and progressive disclosure so users always see what matters most, without the clutter.
• Designed dashboards for quick scanning, turning dense data into readable, actionable visuals.
• Structured role-based views so employees, agents, and admins each get an interface built for their specific needs.

PMGSC taught me what it really means to design for people who use a system every single day. The margin for confusion is thin; a poor layout or an unclear flow doesn't just frustrate users, it slows the whole operation down.

It also pushed me to design more systematically. Keeping modules visually and functionally consistent required thinking in components and patterns, not just individual screens. And as always, making everything work responsively, from dense dashboards to conversational interfaces, reinforced how much intentionality responsive design demands at every level.