IT Self-Service Experience Design

Creating an IT self-service experience so good, people actually want to use it.

Our banking client wanted to modernize their IT service experience, reduce costs, and improve the employee experience while interacting with IT. The client had a disjointed, frustrating experience, leading to reliance on the help desk rather than self-service tools. The goal was to identify key employee needs and pain points to develop a prioritized roadmap that would drive employees to a more useful self-serivce experience.

We conducted close to 50 user interviews with employees across the globe to ensure we had a complete picture of what the different needs were across a variety of roles, levels, and demographics for the self-service areas we were focusing on. Once the research was compete, we created a comprehensive report was to help determine which where the biggest impact could be made.

  • What I Did
  • User Flows
  • Design Systems
  • Wire Framing
  • Prototyping

After the research readout, I conducted a prioritization workshop with senior leadership to align on goals and business objective and co-create future state user journeys. Once the skeleton journeys were created, we held a series of mini workshops to refine what the ideal experience should look like and add in any additional constraints and considerations from the business perspective.

The final deliverables included 5 future state journey blueprints, a deck outlining all of the service stories and pain points, and a technology roadmap that prioritized all of the solutions and required technologies. The client was very happy with the outcome and had all the tools they needed to make informed decisions on their path forward.

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