Service Now

The number of employees calling the help desk was overwhelming and the company could no keep up with them.

The ultimate goal was to reduce the number of phone calls by submitting tickets, and reducing tickets by offering self help articles. Two main action items to accomplish these goals were:

1. Create an option for the employee to utilize self service in a way that is easier than creating a ticket to get help.

2. Easier access for managers to approve employee requests, pushing their pending tickets through the pipeline faster.

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.

There would be 4 main features to the site:
1. Self help option (at the top)
2. A place for managers to quickly view their pending approvals, and to approve them quickly
3. A place to access the catalog and submit a ticket
4. A place for users to view their tickets

Below is the original site, wireframe ideas of the new site, iterations of the UI and the final version.