Know our customer
The client is a famous international organization, with 150 centers spread across the country in the United States of America. The client wanted to improve agility in their business through a simple user experience and design.
Business challenge
- Although the client was a long-time user of the ServiceNow platform, the out of the box portal did not fulfill their requirement for large integration.
- They wanted integration between knowledge base articles and service catalog items all bucketed under particular categories.
- The knowledge base categories had a structure that wasn’t compatible with what they actually wanted. Due to this, the content was scattered and needed manual reorganization and reviewing.
- It was inconvenient to use since the articles were all in PDF format and the users had to download the attachment every time, they wanted it.
- The portal design had a poor UI and UX and did not reflect the brand values. They asked for an easy UI and UX for their users.
- Due to the above reasons, the client had a very low user adoption and they wanted to increase it.
- They wanted to have a robust portal that would fulfil their requirement, reduce unnecessary IT tickets and increase user adoption.
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How AVASOFT helped?
- We collaborated and worked together with the client as a single team, had several calls and meetings, conducted training sessions and webinars, ensured that everything was conveyed on either side and when the project was done, we also hosted a grand party celebrating the completion.
- We connected with the team and suggested designs of having sub-portals with one central service portal as it would enable the users to navigate and access the knowledge based on the categories.
- The forms and articles were made to be co-related within a single page and eventually making it easy for the user to find, based on the subject matter.
- We designed the portal by aligning the brand value, added sub-headings for each sub-portal page, and for simple navigation, we added the main menu widget.
- To address the PDF and the downloading issue, we added a custom PDF widget that would display PDF directly on the page.
Business gain
- With a simple design and easy UI, the support tickets were reduced and users were able to find what they wanted without raising a ticket.
- The client had a whopping 70% increase in user adoption, with 90% approval ratings for the portal from its 25,000 employees.
- The creative prototype and information architecture contributed immensely to a positive impact amongst the users while deflecting the majority of the support tickets.
