The client
The client is one of the world’s leading communications services companies. The solutions they sell are integral to modern life. Their purpose is as simple as it is ambitious: connect for good. There are no limits to what people can do when they connect. And as technology changes the world, connections are becoming even more important to everyday life. Today, that’s truer than ever. The connections they make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, they’re supporting customers to live, work and play together better.
The problem
We played a pivotal role in the migration of the IT Help Portal from the purple instance to the rainbow instance on ServiceNow, focusing specifically on the design and user experience aspects of this transition. The project faced significant challenges due to time constraints, primarily stemming from the delayed involvement of the Design team in the migration process. This resulted in a limited timeframe for crucial design-related tasks, necessitating a delicate balance between UI and user experience considerations. The discoverability of content suffered from inefficiencies in navigation and the use of technical jargon. Overcoming resistance to change was a notable hurdle during the implementation of the new design, requiring careful strategies to ensure employee acceptance.
Time Constraint
- Delayed engagement of Design team in migration, resulted in constrained timeframe for design related tasks.
- Juggling time constraints while simultaneously focusing on both UI and user experience proved to be a challenging aspect of the project.
Design Consistency
- Failure to adhere to design standards results in a mismatch with the intended brand identity.
- The platform employs different
phrases to convey identical concepts, causing confusion among users.
Discoverability of content
- Difficult to find what user’s are looking
for. - The platform uses a lot of technical
jargons which does not always. makes sense to users - Navigation features are not efficient in guiding users for specific content.
Resistance to change
Overcoming the reluctance of individuals to embrace the new design proved to be a notable challenge during the implementation process.
Workload & Stress
- Hectic flight schedules compromising personal commitments.
- Deal with high stress situations specially delays, cancellations, or harsh weather conditions
The solution
With meticulous focus on usability and functionality, we significantly boosted task success rates, thereby elevating user satisfaction and performance on the recently migrated platform. Our design efforts culminated in a dynamic and interactive user forum platform, prioritizing a user centric approach throughout the migration process. Consistency in design was upheld across the platform, aligning seamlessly with organizational design guidelines and standards. Through strategic refinement of navigation structures and optimization of user pathways, our enhancements aimed to enrich the overall user journey, ensuring a seamless transition and heightened user experience.
Task Success Rate
Through meticulous attention to usability and functionality, we improved task success rate, ultimately enhancing the overall performance and satisfaction of users engaging with the newly migrated platform.
Engaging User Forum
Designed a dynamic and interactive user forum platform ensuring a user-centric approach to the migration process.
Enhanced Navigation
By strategically refining the navigation structure and optimizing user pathways, the design and experience enhancements aimed to elevate the overall user journey.
Design Alignment
Maintained consistency in design across the platform, ensuring that the transition not only met technical requirements but also follows the design guidelines and standards of the organization.
Our work in action
Increasing MTU by 22%
Making the user interface more intuitive with gamification to provide a facilitated experience and reduce cart abandonment, increased monthly transacting users by 22%
Increasing AOV by 14%
Making navigation easy for finding products, offers, bundles leading to 14% increased Average Order Value.
Reduced Time Task by 50%
Decreasing time taken to complete task by 50% from 31 mins to 16 mins to increase Average order frequency.
tx, USA
London, UK
India
