Service Now: Platform Experience
Embedded Files
Brief Summary
Application: Just Meal IT Projects Request Management desktop application and IT Projects Request approval mobile application.
My Role: Designer and Participant
Tools Used: Adobe Creative Cloud, Figma. Microsoft PowerPoint
Platform: Service Now, Component and Design Styles adopted from service now.
Working Model: Hackathon: Collobrated with 3 Designers for 2 Weeks
Description
Just Meal IT Projects Request Management desktop application and IT Projects Request approval mobile application for an U.S. based food company “Just Meal”, which have an IT project team in which the requestor requests approval for a new potential project, RFP request, SoW, resource allocation, software, hardware, or network account creation and get approvals in a minute.
We have one stop solution to enhance the overall customer self service experience by reducing the customer service / operational cost and save time.
Just Meal IT Projects Request approval mobile application for IT leadership Team also have an experience build for better engagement and allow the approvers to access it anytime and anywhere.
The Problem
IT Project Team relies on email or phone to request approval for a new potential project, RFP request, SoW, resource allocation, software, hardware, or network account creation.
Employees often have no idea where to send their requests.
The manual process takes time, and there is no audit trail of approvals.
The Goals
Portal for the employees to submit an approval record for their IT project approval needs.
Solution should address to enhances the overall customer self-service experience by reducing the customer service / operational cost and saves time.
Designing the mobile app experience for better engagement and allow the user group to access it anytime and anywhere.
User Research
Our user research started with the conduction of mock interviews with 2-3 ITOps team, later elaborating clear insights of our target audience to submit an approval record for their IT projects and getting the approval needed to proceed further. We also identified some user group need the mobile app experience to collaborate and access it anytime and anywhere. This research revealed that time was not the only factor making it difficult for the users to manually operate like a traditional approval process. Other user problems included obligations, interests, tiredness, laziness or challenges that make it difficult to enter manual process. They need a comfortable platform to make their daily work hassle free.
Pain Points
Time constraints
Users need to secure and efficiently without losing time on their daily chores. But manually takes weeks even months for few approvals.
Priorities
Few incidents needs high priorities rather waiting for traditional approval process.
Manual Process
After a long tiresome day or while in a busy day it is difficult to do all the manual operations comfortably.
Persona 1
Kevin Journey (As is)
Persona 2
Linda (As is)
What users need?
Cross Platform
An hassle free solution in digital platform with omni channel experience is needed to strive towards the user goals.
Time
Quick turn around. Ensuring that process is handled with standards and quality.
Process
Reduction of defects. During the lifecycle, requestors of an approval record approver or their supervisors.
Ideation Artifacts
Information Architecture
Concept Design
AI Illustration
Wireframe
Prototyping in Figma
Deliverables
Design Language: Style Guide
Service Now Adoption - Strategy Pitch
The Outcome
Design Team
Growing and evolving design teams
Finding and hiring people with the right skills
Creating efficient workflows
Improving the quality and impact of design outputs.
Learns Learner & Challenge faced
While designing the Just meal, We learned that the first ideas for the app are only the beginning of the process. Usability studies and peer feedback influenced each iteration of the app’s designs helped to iterate it further.
The app makes users feel like just meal really thinks about how to meet their needs. One quote from peer feedback:
Key Value Adds
Streamlined and improved processes. ServiceNow standardizes all information about IT assets and business services through its easy management database.
Solution have address to enhances the overall customer self-service experience by reducing the customer service / operational cost and saves time.
Platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise.
"The critics who complain that the watch is an expensive luxury, understate the value of convenience."
Google Sites
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