Employee Service Experience
A major aviation and airport operations group needed to modernize their Employee Service Portal. The existing portal had an outdated interface, inconsistent layout components, and poorly structured service categories, making it difficult for employees to locate services efficiently.
At a glance
- Category: ServiceNow - HRSD / Portal
- Year: 2023
- Client: Global Aviation and Airport Operations Group
01 / Business Challenge
- Outdated and visually inconsistent portal interface.
- Poor navigation structure making service discovery difficult.
- Inconsistent portal components (header, banner, footer).
- Basic and poorly formatted email notifications that did not align with portal branding.
02 / Our Approach
How we executed this engagement in practice. The phases below describe the delivery rhythm we use across ServiceNow, custom engineering, and mobile programs.
We focused on understanding the portal usability challenges faced by employees. We redesigned the portal interface with improved navigation, restructured the service taxonomy, and enhanced email notification templates to provide a modern, consistent experience.
Phase 01
Discovery & alignment
Workshops, process and systems review, success metrics, and scope clarity.
Phase 02
Design & planning
Architecture, experience and workflow design, risks, and a concrete delivery plan.
Phase 03
Build & validation
Implementation, integration, testing, demos, and refinements with your teams.
Phase 04
Go-live & enablement
Controlled rollout, training and documentation, handover, and post-launch tuning.
- Redesigned the portal navigation bar and layout components for a modern, consistent interface.
- Reorganized service categories and subcategories to create a logical service taxonomy.
- Optimized portal content to highlight important services and announcements.
- Redesigned email notification templates to align with the updated portal theme and branding.
- Improved formatting for request details in notifications.
Business Impact at a Glance
Significantly improved user experience with a modern, intuitive design.
Enhanced service discoverability, reducing employee confusion and dependency on support teams.
Delivered consistent branding across the portal and email communications.
Increased employee engagement with the ServiceNow platform.
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