Case Study: Tech Portal with ServiceNow Employee Center

Employees can find what they're looking for faster using an improved topic based experience.

Company Overview

Our client is an American multinational information technology services and consulting company with over 100,000 employees around the world.

Services Provided

Expert ServiceNow Knowledge
Research & Insights
Taxonomy Consulting
Wireframe Design
High Fidelity Mockups
Interactive Prototypes
Employee Document Management

The Challenge

Our client needed to implement custom branding into their OOB portal and host several knowledge articles for users based on roles, location, and legacy company. The challenge would be improving the efficiency of the portal while simultaneously creating a new taxonomy to help users find relevant information quickly.

Project Highlights

Migration to Employee Center

Leverage Employee Center’s widget and taxonomy structure along with our products to create a unified, intuitive, and effective Service Portal experience.

Unified Multi-department Portal

Allow users from different countries and legacy companies to find useful information in one place.

New Taxonomy Structure

Extensive taxonomy consulting on how to organize current content (Knowledge Base and Categories) in a more understandable way for the user.

Topic Based Browsing

All-in-one experience for users to quickly find knowledge, open tickets, review cases & to-dos, access applications, and read HR-related documents.

Custom Branding

Enhance the OOB portal with company branding across all departments through images, colors, and design elements.

Document Visibility

Users can access managed documents within a new section in "My Items" and within their profile.

The Solution

We provided extensive taxonomy consulting to help create a refined topic based browsing experience. Our widgets, in combination with topics and user criteria, presents the user with more relevant content on the homepage and topic pages. This reduces search time and provides a simplified experience in one location.

Wireframe

Mockup

Enhancement Details

ServiceNow Employee Center portal is a standard multi-department, dynamic portal for service delivery and employee engagement.

Employee Center Topical Pages

Our enhancements to the OOB Employee Center topic pages included a new header design, topic based announcements, and unique filters to help users find content quickly. Building a Service Portal with Employee Center allowed us to align our existing features with the latest ServiceNow features to create a unique, intuitive, and immersive digital workplace experience.

Taxonomy Consulting

We provided expert training and taxonomy consulting to help our client organize their content within newly created topics. By leveraging Employee Center’s Unified taxonomy and our specialized services, we were able to consolidate hundreds of different content types into a single, employee-centric system for intuitive browsing.

ServiceNow Employee Center Taxonomy Consulting

UX & UI + Content Management

We created a unified look and feel throughout the company portal. By working closely with our client’s internal team, we injected their branding across all departments by use of colors, fonts, images, and design elements. We utilized our Orbit CMS to set up an admin-friendly, self-governing system of organizing, updating, and easily managing content anywhere, anytime.

User Interface