Service Now
An application that allows employees to request-tech-support & supervisor approval through the app.
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Problem
The help desk was inundated with employee calls, and the company was unable to manage the growing volume effectively.
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Goals
The ultimate goal was to reduce the volume of help desk calls by encouraging employees to submit tickets, and to further decrease ticket volume by providing self-help resources. To achieve this, we focused on two key initiatives:
Implement a user-friendly self-service option that made it easier and faster for employees to find solutions on their own than to submit a ticket.
Simplify manager approvals for employee requests, enabling quicker resolution by moving pending tickets through the system more efficiently.
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Research
Through competitive analysis, we were able to create an efficient design wireframe.
I created a prototype with the self-help option at the top (a reminder for users to search for the answer before submitting a ticket for help from IT).
Through usability testing, users seemed to quickly access the self help tool as they were familiar with it’s look and function from another design they currently used. -
Four feature design
The redesigned site focused on four main features:
Self-help resources prominently placed at the top of the page to encourage users to find answers quickly.
Manager approvals dashboard allowing managers to easily view and act on pending requests.
Catalog access and ticket submission area where users could browse services and submit new tickets.
My Tickets section where users could track the status of their existing requests.
