Web Design, B2B

ITSM Coaching Solutions Redesign

MY ROLE
TEAM
UX Designer
WFO
CLIENT
TIMELINE
Servicenow
Q2 2023
Client
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Project Type
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Date
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Services
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Role
Main UX Designer
UX researcher
Team
Chufan Huang, Jesse Lopez
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Nisha Rastogi, Shubha Nambiar
Role
Main UX designer
Team
Meijia Gao , Tiger ZhaoJade , YangErin
Team 2
ZhaoXiao, Rui Li, Liam Zhou
Team 3
Yuchen Wang, Vijeta Belandor
Role
Main UX designer

Solo designer for ServiceNow’s ITSM Workforce Optimization, I revamped the coaching workflow, enhancing usability and efficiency. My design streamlined the user journey, significantly reducing navigation complexity. This overhaul led to a 40% increase in task completion efficiency and a 25% boost in user satisfaction.

Who are we desiging for?

We are designing for IT Service Desk Managers and agents using the ServiceNow ITSM Workforce Optimization tool. Manager require an efficient, user-friendly interface for managing, coaching, and tracking team performance.

What problem are we trying to solve here?

The current workflow is complex and inefficient. Manager face difficulties with fragmented user flow and accessing essential performance assessment records, leading to decreased task completion rates and increased user frustration.

What is frustrating the users?

How bad is the current solution?

Problem: It's unclear to users that there are multiple stages of the "Coaching Assessment" form, and participant often get lost.

What do we know / don’t know

A clear problem statement

Our team thoroughly reviewed each persona associated with the ITSM coaching workflow. We carefully analyzed and discussed the unique challenges faced by each. This led to the formulation of a unified problem statement that encapsulated the key issues affecting multiple personas, ensuring a broad yet targeted approach to our design solutions.

Choosing a better component

From usage pattern alignment workshop, the playbook components is better compoent choice than side bar for main task workflow and side bar better suited for supplementary content like filters or contextual aid.

It become clear Playbook offers a smoother navigation experience for users, ensuring tasks are completed efficiently without confusion or overwhelm.


Test early, iterate fast

Once I created prototype, the team decided to concept testings, with goal of understand if the new design can assist with coaching opportunities & coaching assessment. and also to understanding the opportunities for design iteration.

How it went?

This approach informed a more focused and effective redesign, guiding the next iteration of our prototype towards better alignment with user needs and workflow efficiency.

The final experience

Challenges & Things I learned

The big leanring: Ensuring our tools not only achieve efficiency but also resonate on a human level.

The big take away is that coaches prefer directly talks with trainees for non-technical issues before commenting, assigning courses, or updating skills. and it reminded me, When I was designing systems, processes, and tools, sometimes it's easy for me to only focus on the technology's capabilities. but forgot that there's a human user on the other end.

So when I redesign v2 design, i was trying to ensure our tools not only achieve efficiency but also resonate on a human level.