ServiceNow is a cloud platform that automates workflows for ITSM, operations, HR, and customer service.

This project involved redesigning the ServiceNow platform to improve user experience and simplify ticket submission for employees. In collaboration with IT, DevOps, cybersecurity, and other teams, we addressed the challenge of finding the right department and subject for tickets. The redesign created an intuitive interface, streamlining workflows for employees and support teams, enhancing overall efficiency across the company.

Problem Statement

The employees faced difficulty submitting tickets or requests to the correct department and selecting the appropriate subject for their needs.

This led to confusion, delays, and inefficiencies in the ticketing process, affecting both employees trying to resolve issues and support teams managing IT, DevOps, and other requests.

Hypothesis

By redesigning the ServiceNow platform, simplifying navigation, and mapping and categorizing subjects, we hypothesize that employees will be able to more easily submit tickets to the correct department and select the appropriate subject, leading to faster resolution times, improved efficiency, and a better overall user experience for both employees and support teams.

Throughout all development phases, I utilized a variety of research methods to ensure the best solution. For this feature, I conducted user interviews, analyzed session recordings to identify common patterns, and gathered data from surveys, usability tests, competitive analysis, and market research.

The primary users of this feature are company employees who need to submit tickets for issues or requests. These users rely on a simple and intuitive interface to quickly identify the right department and subject for their ticket, ensuring efficient communication and faster resolution.

The secondary users are the IT, security, and support teams, who need to react quickly to the submitted tickets. Their role is to efficiently manage and resolve tickets, ensuring timely responses and solutions to the problems or requests raised by employees. The platform needs to streamline their workflow by categorizing and prioritizing tickets, helping them respond effectively to employee needs

 

I conducted competitive research alongside the product manager and development teams, analyzing other companies’ ServiceNow platforms to understand their features and offerings. We reviewed current market solutions, identified achievable features, and explored new functionalities that could enhance our platform. Additionally, I performed market research to understand how other companies address similar challenges, providing valuable insights that informed our approach to improving the user experience and ticketing processes.

I worked closely with product management to map and organize the most important subjects for ticket submission, analyzing the most common issues users encounter across different platforms and teams.

We identified relevant problems for each team and worked to align ticket categories with those needs.

Additionally, we held workshops with developers and key stakeholders, focusing on the IT team, to gather insights and ensure the solution addressed both user and technical requirements effectively.

I conducted several user interviews, observing how different user groups—super users, regular users, and new employees—interacted with the old platform. Additionally, we distributed surveys to employees across teams to gather feedback. The survey results, combined with the interview insights, helped us better understand user pain points, needs, and expectations, guiding our efforts to improve the platform’s usability and functionality.

 

After developing the main screen, I created a prototype and conducted usability tests with users to assess the intuitiveness of the solution. The goal was to ensure that employees could easily navigate the platform, understand where to go to submit a ticket or request, and follow the flow seamlessly. The tests focused on making the process of opening a ticket straightforward, ensuring users could easily comprehend the next steps and complete the task with minimal effort.

After launching the new ServiceNow platform, we conducted surveys, engaged in discussions with users, and gathered feedback to inform the next phase of improvements. This helped us identify any remaining pain points and areas for enhancement, ensuring that the platform continues to evolve and meet the needs of users effectively.

Users Needs

  • Clear categorization and guidance for selecting the appropriate department when submitting tickets.
  • Improved visibility on ticket status, updates, and notifications.
  • An intuitive interface for easily submitting general tickets.
  • A designated space for management to approve tickets to streamline workflows.
  • Alignment with the company’s rebranding and IP platform solutions for a cohesive user experience.
  • A section for most popular searches or favorite subjects to facilitate quick ticket opening and faster work flow.

Users Wants

  • A user-friendly search feature to quickly identify relevant issues and departments.
  • Customizable notification settings to stay informed about ticket updates.
  • A streamlined ticket submission process with suggested solutions or FAQs.
  • Visual indicators or dashboards to track the status of tickets and approvals.
  • Mobile-friendly access to manage tickets and receive notifications on the go.

MAIN KPI

The main KPI is Ticket Submission Efficiency, measuring the reduction in time and effort for employees to submit tickets.

 

Solution

The solution is a redesigned ServiceNow platform with an intuitive interface, enhanced ticket categorization, and streamlined navigation. It enables employees to easily submit tickets by selecting the relevant department and subject. Additionally, it includes a centralized space for updating employees about changes and a knowledge base where they can access articles, save favorites, and view the most frequently opened ticket subjects. This improves both communication and efficiency for users and support teams.

Goals

 

ServiceNow Platform Redesign: Enhancing User Experience and Operational Efficiency

The goals of the redesign are:

Validation Of The Solution

The solution was validated through user feedback, usability testing, and performance tracking post-launch. Surveys and interviews with employees and IT teams confirmed that the redesigned platform made ticket submission faster and more intuitive.

Additionally, metrics such as reduced ticket resolution times and increased user adoption rate demonstrated the effectiveness of the improvements. The feedback also highlighted the usefulness of the knowledge base and update feature, further validating the solution’s impact on improving communication and overall efficiency.

Results

The redesigned ServiceNow platform successfully addressed key user challenges, streamlining ticket submission, improving communication, and enhancing overall operational efficiency. Employees found it easier to submit tickets to the correct department, while IT and support teams experienced faster response and resolution times. The addition of a knowledge base and update space further contributed to better user engagement and problem-solving.

 

How It Works

In this section, we’ll explore the core features and capabilities of the ServiceNow functionalities, demonstrating how they meet user needs and streamline the process.

Simplifying Ticket Request Navigation

The challenge we aimed to address was simplifying the process of opening requests. Our goal was to enable users to easily navigate through various subjects and quickly identify the appropriate department or application to submit a ticket. I designed a user-friendly interface that streamlines this experience, allowing users to effortlessly browse through departments and applications to find the relevant option for their request.

Simplified IT Request Submission Flow

For the IT department request flow, I’ve designed a simple, short form that captures only the essential details, with an option to attach files. After submitting, users receive a confirmation notification that includes their request number and a hyperlink. This link allows them to track the status of their ticket or add additional files or information as needed.

Comprehensive Open Ticket Management

On the open ticket page, users can view all the relevant details of their request, including the submission date, current status, and any files they have attached. There is also an option to upload additional files if needed and initiate a chat with the IT department representative handling the issue. Additionally, users have the ability to update the status of the ticket themselves, such as marking it as resolved or reopening it if the issue remains unresolved.

My Tickets: Status and History Overview

n the ‘My Tickets’ section, users can view all the tickets they have opened, along with the current status of each ticket. This section also provides access to the full history of each ticket, allowing users to track the progress and review previous updates or interactions.

My Requests: Approval Management Dashboard

In the ‘My Requests’ section, users with approval privileges can view a comprehensive list of pending requests that require their attention. This page allows them to easily decide whether to approve or reject each request, ensuring a streamlined approval process. Users can track all requests in one centralized location, making it convenient to manage and monitor outstanding approvals.

Knowledge Base Center: Resource Hub and Article Management

The Knowledge Base Center was created in response to requests from both users and company owners, providing a centralized hub where users can easily find articles and resources they need. In this section, users can rate articles based on their helpfulness and save them to the ‘My Saved Items’ section on the homepage for quick access. This feature enhances navigation and ensures that users can efficiently locate valuable information whenever necessary.

Employee Knowledge Base: Access IT Guidance and Solutions

The Articles screen displays articles created by IT teams, providing guidance on specific fields or issues. Each article includes information on the author, the date it was written, and the relevant subject. Users can rate the articles, leave comments, and add images to enhance the content. Additionally, they can view more related articles, making it easier to find solutions to similar issues or inquiries.

 
 

About

Hi, I’m Meital Manor, a UX/UI designer with 3+ years of experience in designing complex systems and web/mobile apps. I’m passionate about simplifying problems and creating intuitive, seamless designs that users love.

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