Case Study

Overview

This project was a high-visibility initiative for a large healthcare organization, aimed at streamlining management tools for senior executives. With a significant financial investment, the focus was on unifying platforms and simplifying processes, potentially saving the organization millions by improving managerial efficiency. Through user experience analysis, we explored custom-built portals versus existing solutions like ServiceNow, rapidly prototyping to ensure the best fit for the organization’s needs.

As the lead UX practitioner, I worked with the director of UX, technical project managers, and senior stakeholders from multiple departments. Using an agile methodology, we developed functional prototypes, primarily leveraging ServiceNow’s Employee Center Pro. Our focus was on creating an optimized user experience that could be efficiently implemented and maintained, resulting in a ServiceNow-based portal designed to deliver strong ROI while enhancing user experience for senior managers.

Tools &
Methods

Tools & Methods

Tools

Figma

Acrobat

Power Point

SN Design System

Employee Center Pro

Methods

Lean / Agile

Iterative approach to development, allowing for continuous feedback and adaptation

Rapid Prototyping

1-week Design Sprints preparing iterative Prototypes for review, sign-off and validation

Design Systems

Using and enhancing multiple ServiceNow Design Systems for conformity and speed

Tools & Methods

Methods

Workshopping

A beautiful clean typeface with punch.

Prototyping

So much character in this one.

Validation

So much character in this one.

Tools

Adobe XD

Keynote

Miro

Figma

Stakeholder Needs

Key concerns and specific requirements of various stakeholder groups involved in the portal project, ensuring the solution effectively supports their roles and responsibilities

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Business Challenges

The portal project faced significant business challenges, including the need to reduce the administrative burden on senior managers, make informed financial and technical decisions, and execute a rapid, cost-effective analysis to secure project funding.

Healthcare Obstacles

PHI, HIPAA, Staffing, Pandemic demand, Governmental engagement; UX work in Healthcare involves unique challenges.

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Approach

The approach for the Portal project was a blend of strategic planning and agile execution. We began by aligning with stakeholders on the project goals, then quickly moved through agile sprints to evaluate platform options and refine design prototypes. The goal was to deliver a user-friendly solution that met both immediate needs and long-term objectives.

Timeline

Project Kickoff

Initiated close collaboration with key stakeholders, including executives, HR team to align on project goals and gather initial requirements and constraints

Platform Evaluation

Assessed potential platforms, including the option of building a custom portal versus using existing solutions like ServiceNow, considering factors such as cost, integration, user experience, customizability and longer-term maintenance

Initial Prototyping

Developed initial wireframes and early prototypes for both a custom-built portal and a ServiceNow-based solution to explore different design directions

Agile Design Sprints

Implemented one-week sprint cycles to rapidly iterate on prototypes, incorporating stakeholder feedback and refining the design direction

Created detailed prototypes in Figma, iterating continuously based on stakeholder input and usability testing

Focused on customizing the ServiceNow platform, utilizing its design systems while ensuring that the customization was feasible for development and long-term maintenance

Design Validation

Conducted high-level reviews with senior stakeholders, including the VP of the IS department, to validate the direction and secure buy-in for the final approach

Collaboration with a ServiceNow consultant and an offshore development team to translate the prototypes into a functional portal, ensuring technical viability

Final Proposal

Delivered a fully functional ServiceNow portal prototype, ready for final sign-off and funding approval for the next project phases via the prototype itself, but also inclusive UX assets added to the high-level Exec presentation at VP level