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 The existing portal had an outdated interface, inconsistent layout components, and poorly structured service categories, making it difficult for employees to locate services efficiently.
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.
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- Outdated and visually inconsistent portal interface.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.
Our Approach
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.
Phase 02
Design & planning
Architecture, experience and workflow design, delivery plan.
Phase 03
Build & validation
Implementation, integration, testing, demos, refinements.
Phase 04
Go-live & enablement
Controlled rollout, training, handover, post-launch tuning.
What We Delivered
- 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.
Technology Stack
The modernization of our portal has transformed how employees interact with HR and IT. It is finally intuitive and reflects our brand standard.
Director of Employee Experience
Aviation Group
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