When a leading global financial services firm approached us to redesign their ServiceNow portal, they were facing significant challenges with user adoption and satisfaction. Their existing portal was cluttered, difficult to navigate, and failed to meet the diverse needs of their 50,000+ employees worldwide.
The Challenge
The existing portal suffered from information overload, inconsistent design patterns, and a navigation structure that didn't align with how users thought about their tasks. User feedback indicated frustration and many employees were bypassing the portal altogether, creating inefficiencies and support bottlenecks.
Our Approach
We began with extensive user research, conducting interviews, surveys, and usability tests with employees across different departments and regions. This research revealed key pain points and user needs that informed our redesign strategy.
Our team conducting user research sessions with key stakeholders.
Based on our findings, we developed a new information architecture that aligned with users' mental models and task flows. We created a clean, modern visual design with clear hierarchy and consistent patterns, making it easier for users to find what they needed.
Key Improvements
1. Personalized dashboards that show relevant information based on user role and location 2. Streamlined navigation with task-based categories 3. Enhanced search functionality with filters and suggested results 4. Mobile-responsive design for on-the-go access 5. Accessibility improvements to meet WCAG 2.1 AA standards
Results
Six months after launching the redesigned portal, the client saw remarkable improvements:
- 60% increase in portal usage - 45% reduction in time spent completing common tasks - 70% improvement in user satisfaction scores - 30% decrease in support tickets related to portal navigation
"The redesigned portal has transformed how our employees interact with IT services. Tasks that used to take minutes now take seconds, and our teams can focus on their work instead of fighting with the system."
— CIO, Global Financial Firm
