Employee Help Portal | ServiceNow
Background:
A renowned Fortune 100 company sought to optimize their ServiceNow all-in-one service portal for employees. This Help Site acts as a bridge, connecting ticket submissions to the process of requesting services and accessing employee assets from the service catalog.
Challenge:
My primary task was twofold:
Enhance the efficiency of the portal.
Develop a new taxonomy to allow users to locate pertinent information swiftly and intuitively.
Solution:
I offered in-depth taxonomy consulting, paving the way for an improved employee experience knowledge browsing. Utilizing custom widgets, coupled with categorization and user criteria, I revamped the portal. This ensured that users encountered the most relevant content right on the homepage and within specific topic pages.
Outcome:
By streamlining the user interface and content delivery, I diminished search times and amalgamated multiple functionalities into a single, user-friendly location. The end result was a more intuitive and efficient portal that bolstered employee satisfaction and productivity.
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